At Fresh Tracks Canada, we craft tailor‐made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life‐changing travel experiences.We believe in keeping our customers front and center in everything we do; in fact,focus on serving our customersis one of our core values. Everyoneacts and operates as an owner, treating this business as their own. Weraise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts whodrive healthy collaborationby winning or losing as one, and webring out the best in each other.ABOUT THE ROLEWe are looking for anexperienced, self‐sufficientCustomer Experience Specialist to provide our guests with legendary Hospitality before, during and post travels. You will alsobe responsible forcoordinating and creating custom itineraries, upholding the policies and contractual agreements of our itineraries, while also being the maintouch‐pointbetween Fresh Tracks and our guests.Salary Range: $55,000 annually, based on experience and qualifications.RESPONSIBILITIESBuilding relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average)Problem‐solving skills when difficult and unpredictable situations ariseBook all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partnersAnswering incoming emails and calls from guests about their trip both pre, during and post travelEngaging in sometimes challenging phone/email conversations with guestsSuggesting and arranging add‐ons, upgrades,



or modifications to their current itinerariesProviding concierge services for our guests (ie: restaurant recommendations & reservations)Upholding the contractually required Terms & Conditions of our servicesPopulating all accurate joining instructions for each supplier to support the generation of guest's pre‐departure itineraryReviewing guests pre‐departure itineraries - making sure all arrangements are accurate for a seamless experience while on the roadWork closely with the Vacation Coordinator team on the transition of trip files from Sales Agents to Customer ExperienceIn the event of an EOC (an emergency that impacts our guests on the road such as wildfires), work closely with the LH team to support our on the road guests as requiredOvertime may be required from time to time during peak periods and EOC eventsAvailability for an 8‐hour shift taking place Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays.Other administration duties as required.REQUIREMENTSStrong, professional communication skills, both verbal and written.High attention to detail.Superior time management skills and the ability to prioritize tasks.Excellent telephone & written communication skills with an emphasis in customer service care with our travel partners.Ability to troubleshoot.Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement.Passion for collaborating and understanding different perspectives. Ability to listen and learn from the experiences of others.Being an ambassador to innovation and change.Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada.REWARDSYou may be eligible to receive the following benefits, based on your contract type:3 weeks vacation (4 weeks after your first year)Extended health benefits packageApplauz RecognitionComprehensive employee assistance programGreat working hoursFriendly and fun team environment with company celebrations and social eventsAccess to Canadian travel industry discounts!DE&I initiatives and eventsCommunity (volunteer) HoursSocial Clubs including Book Club & Fitness ClubDIVERSITY, EQUITY, AND INCLUSIONWe are an equal opportunity workplace. We strongly encourage applications from under‐represented communities, diverse backgrounds, identities, and experiences. We don't judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don't care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we're looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms.Officially Great Place to Work® CertifiedTM 2022/2023Officially Great Place to Work® CertifiedTM 2023/2024Officially Great Place to Work® CertifiedTM 2024/2025Officially Excellent Place to Work® CertifiedTM 2025/2026Officially Great Place to Work® CertifiedTM 2026/2027#INDHP#LI-Hybrid

📌 Customer Experience Specialist (Vancouver)
🏢 Fresh Tracks Canada
📍 Vancouver