Toonie Tours operates tours across multiple cities and time zones. In peak season, we run a high volume of guest communication across phone, SMS, email, and webchat. This role is the front door of the brand.

This is not just customer service. You are also a Tour Coordinator . When guests are late, confused, or plans change day‑of, you coordinate with guides and city leads in real time to keep tours running smoothly and protect the guest experience.

If you like fast paced problem solving, calm communication, and being the person who keeps things on track, you will like this role.

Schedule (Please Read)

This role has two seasonal schedules:

Peak season (June 21 – Sept 30): coverage window is 6:00am MT – 7:30pm MT

Off‑season: coverage window is 6:00am MT – 3:30pm MT

We assign shifts within these windows. Weekend rotation is required.

Your Mission

Deliver fast, accurate, kind support while keeping tours running smoothly in real time.

You will:

- resolve guest issues quickly and correctly
- coordinate day‑of tour changes using our schedule tools and guide contacts
- close loops so nothing drops
- document what works so the system improves every week

What You’ll Own

Guest Support

- Answer guests via phone, SMS, email, and webchat
- Use templates and follow policy accurately (details matter)
- Escalate appropriately when needed (refund exceptions, safety, reputational risk)

Tour Coordination (Day‑of Operations)

- Monitor and coordinate from FareHarbor (live schedule and bookings)
- Handle late guest scenarios by contacting guests and guides and documenting outcomes




- Coordinate meeting point confusion and last minute updates
- Communicate quickly with guides and city leads using internal channels (Google Chat or similar)
- Keep clean notes so the team stays aligned

Revenue Protection and Routing

- Recognize private tour, group, and custom requests and route them correctly with complete info
- Help “save” bookings when a guest is considering cancelling

Systems and Playbooks

At Toonie Tours, everyone contributes to playbooks and training. Part of this role is documenting what works and turning it into checklists, templates, scripts, and SOPs so the business improves every week, not just gets busier.

Tools You’ll Use

- Google Workspace (Gmail, Calendar, Drive)
- RapidLeadsPro (GoHighLevel) for SMS and communications
- Phone system, shared inbox, webchat
- FareHarbor for tour schedules and bookings
- Guide schedules and city lead contacts
- Internal chat (Google Chat / RLP)

Bonus if you enjoy working with AI tools and helping improve a knowledge base for automated support.

Your Scorecard (How We Measure Success)

- Rapid response times across channels (phone, SMS, email, webchat)




- Accurate information and high QA score (wrong info creates chaos)Strong resolution time and low reopen rate
- High CSAT (guests feel taken care of)
- Smooth tour coordination outcomes (late guests, day‑of changes)
- Booking save rate (reduce cancellations where possible)
- Correct routing of sales‑eligible inquiries with complete details
- Regular contributions to playbooks, scripts, and training

You’ll Thrive Here If

- You are calm, kind, and confident under pressure
- You communicate clearly and close loops without reminders
- You can handle multiple channels and prioritize fast
- You are detail oriented and care about accuracy
- You are resourceful and not entitled; you do what it takes
- You enjoy systems, templates, and improving how things work
- You can coordinate in real time and keep a cool head

This Role Is Not For You If

- You dislike fast‑paced guest communication
- You avoid phone calls or real time coordination
- You need constant direction to get moving
- You struggle to document and follow process
- You feel unglamorous tasks are beneath you

How to Apply (Through Indeed Only)

- 2 to 3 minute video: who you are, why this role, and a story where you stayed calm and took ownership under pressure
- Short writing sample (200 to 400 words): respond to this scenario:
“A guest is 12 minutes late to a tour. The guide is texting you. The guest is upset. Walk us through what you do and the messages you would send.”
- Resume

Applicants must be legally eligible to work in Canada.

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📌 Customer Experience Agent (Customer Service + Tour Coordinator) (Calgary)
🏢 Toonie Tours
📍 Calgary