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 MTOff‐season: coverage window is 6:00am MT – 3:30pm MTWe assign shifts within these windows. Weekend rotation is required.Your MissionDeliver fast, accurate, kind support while keeping tours running smoothly in real time.You will:resolve guest issues quickly and correctlycoordinate day‐of tour changes using our schedule tools and guide contactsclose loops so nothing dropsdocument what works so the system improves every weekWhat You'll OwnGuest SupportAnswer guests via phone, SMS, email, and webchatUse 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 outcomesCoordinate meeting point confusion and last minute updatesCommunicate quickly with guides and city leads using internal channels (Google Chat or similar)Keep clean notes so the team stays alignedRevenue Protection and RoutingRecognize private tour, group, and custom requests and route them correctly with complete infoHelp "save" bookings when a guest is considering cancellingSystems and PlaybooksAt 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 UseGoogle Workspace (Gmail, Calendar, Drive)RapidLeadsPro (GoHighLevel) for SMS and communicationsPhone system, shared inbox, webchatFareHarbor for tour schedules and bookingsGuide schedules and city lead contactsInternal 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)Fast response times across channels (phone, SMS, email, webchat)Accurate information and high QA score (wrong info creates chaos)Solid resolution time and low reopen rateHigh 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 detailsRegular contributions to playbooks, scripts, and trainingYou'll Thrive Here IfYou are calm, kind, and confident under pressureYou communicate clearly and close loops without remindersYou can handle multiple channels and prioritize fastYou are detail oriented and care about accuracyYou are resourceful and not entitled; you do what it takesYou enjoy systems, templates, and improving how things workYou can coordinate in real time and keep a cool headThis Role Is Not For You IfYou dislike fast‐paced guest communicationYou avoid phone calls or real time coordinationYou need constant direction to get movingYou struggle to document and follow processYou feel unglamorous tasks are beneath youHow 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 pressureShort 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."ResumeApplicants must be legally eligible to work in Canada.

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