Hatch River Expeditions is hiring for a phone reservationist based in Flagstaff, AZ.

Hatch is a family owned and operated whitewater river rafting company that has operated on the Colorado River through Grand Canyon for the past 90 years. We’re a small office and the owner is involved in daily operations. The river season is April through late September, but our Flagstaff office (located in Doney Park) operates year-round.

This office position requires 1) phone- and email-based customer service and 2) use of a reservation software specifically designed for the outdoor industry. No cold calling, no commission, and no high pressure sales. This is a full time M-F in-office position and comes with a generous benefits package.

Position Responsibilities
-Answer in-bound phone calls. These will primarily focus on trip availability, itinerary details, costs, questions and concerns about backcountry adventuring, making reservations, and collecting payment. Phone calls are sporadic and make up a good part of the day but there is generally time between calls.
-Make out-bound calls to guests. These generally involve securing tentative reservations, collecting payment, following up on registration completion or info clarification, etc.
-Respond to emails and inquiries that generally reflect much of the same topics covered in customer phone calls.
-Create, update, and maintain reservations and calendars in the systems we use.
-Print and mail welcome packets for each new reservation and paper invoices ahead of the balance due date.
-Assist with retail orders as needed.
-Contribute to weekly office cleaning.

Requirements:
-Customer service experience required, phone and email in particular.
-Experience in some sort of reservation software. We do not expect direct experience with the program we use though (Arctic Reservations); that will be covered in training.
-Excellent speaking and writing skills required.
-Basic math capabilities regarding money required.
-Must be ok with repeatedly answering similar questions, bearing in mind that it’s the same questions to us but it’s probably the first or only time for each person who asks.
-Must be able to learn a lot of industry-specific information easily.
-Be flexible. We are open to shuffling some duty responsibilities based on prior knowledge, skills, and experience.
-High school diploma or GED required. College degree is appreciated but not required.
-Must have own reliable transportation to Doney Park (5348 E. Burris Ln.). The office is a couple miles past the end of the city bus line.
-This position does not have any possibility of being remote or hybrid.

Benefits and Pay:
-$22-24 per hour based on experience
-SIMPLE IRA retirement plan with up to 3% matching contributions
-Employer-paid health insurance in the BCBS network
-Paid time off: 120 hours of vacation pay (80 flexible, 40 to be used during week-long Christmas office closure); 56 hours of sick pay
-One free river trip per year (must be approved by Office Manager and Owner)

Office Dynamics:
-There are four full time, year-round employees in the office, including this advertised position, and one part time employee. The owner is often between the office and the warehouse in Marble Canyon, and is involved in and manages day-to-day operations.
-Whole-team communication is frequent and everyone’s input is valued. Roles are defined but collaboration is important.
-Hours: M-F 8-5 including a 1 hour break, or 8-4 without the hour break, employee’s choice.
-Dog friendly: at least one dog is in the office on a daily basis. Calm, quiet dogs welcome.
-Open office layout. Standing desk available.
-Full kitchen available.

To Apply:
Please email the following:
-Resume
-Cover Letter
-Writing sample

Writing sample prompt:
Please research and answer the following questions as if responding to a guest who has emailed these inquiries.
-I need a CPAP when I sleep. Will I be able to use it on my trip?
-I want to book a trip that will stop at the Little Colorado River and Havasu Canyon. What trip should I book to make sure I get to see those places?
-My trip is in June. Will we have high water at that time?

Please email with any questions.

Hatch River Expeditions

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