Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. This is a full-time Berkeley, California-based role, and reports to the Sales Manager. This role can be offered as either an Assistant Manager level role or a Coordinator role, depending on the experience of the final candidate. As Sales Assistant Manager you will assist with managing the Sales team of approximately 10-15 staff members providing daily, real-time support on the sales floor. The Sales team books new reservations via phone and email, coordinates private trip groups, and as a tertiary responsibility, services existing reservations. Sales growth is a top priority for Backroads and providing stellar service is paramount to our brand as we continue to service more guests each year. Ensuring consistency of policy application, continuity of positive guest experience, and the sharing and implementation of best practices across the team are key components of this role. MAJOR DUTIES AND RESPONSIBILITIES · Assist with management and mentorship of a dynamic, growing Sales team · Monitor the performance of staff, including call monitoring, communication critiques, private trip maintenance and assessing follow up, to meet sales targets · Supervise the activities of the Sales team to spot work areas that require improvement and prepare KPI reports for monthly individual performance reports · Facilitate ongoing team training initiatives, and identify topics requiring attention to ensure the best service for our guests · Responsible for ensuring all guests receive quality service and that we are meeting our SLA’s, while simultaneously maximizing team productivity, efficiency, and morale · Work closely with and collaborate with the Sales Management team and assist in the planning and organization of weekly and monthly sales meetings · Maintain an updated knowledge of company goals, vision, and values to ensure appropriate prioritizing · Develop and maintain strong relationships with key departments to ensure smooth interdepartmental operations · Assist with sales and customer service case escalations and coach the team through challenging guest interactions · Collaborate with Sales Management team to plan and develop effective sales strategies and to also set goals and targets PREFFERRED SKILLS AND QUALIFICATIONS · BA or BS degree · Proven leadership experience with a strong desire to enhance team building strengths · Experience in a call center type environment preferred · Customer service and sales oriented with clear and effective communication (written/verbal), and team facilitation skills · Ability to effectively multitask and manage a large workload, while maintaining morale and productivity · Strong problem-solving skills and the ability to perform under pressure · Experience in developing and nurturing talent with the ability to manage, coach, and mentor team members to achieve their best · Comfortable learning new and complex systems, and supporting direct reports in the adoption of these systems · An action-oriented self-starter who can identify inefficiencies and recommend solutions in a fast-paced environment · Experience managing and diffusing challenging guest calls or issues that cannot be fielded by the team · Must be proficient with Microsoft Office suite · Experience with Salesforce, Softrip and Five9 (our current programs) is preferred, but we will provide training I can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms. Tom Hale, Founder & President