To Apply, You Must - Please Read in Full:
Attention to detail is critical, and applying as outlined is critical. Please provide a resume and a separate cover letter. Your cover letter must be customized to address this specific position and how your experience fits with what we are seeking. Thank you for your interest, and we look forward to meeting you during the interview process
Position Overview:
This is a newly created position resulting from our incredible growth and our plans to continue growing into the future. You'll be supporting the company's leadership by developing and executing key initiatives focused on improving our external customer experiences, streamlining agent processes, increasing employee retention and engagement while leading and developing agents in support of day-to-day operational and organizational goals. The position requires a highly intelligent, problem-solving, well-organized individual who enjoys independent work and direct customer and peer interaction. This is not a sales role but a leadership position where you’ll coach and develop a talented team of agents to exceed goals and create exceptional client experiences.
This is a full-time salaried position with a great benefits package and supportive office. The position is mostly Monday to Friday, but occasional weekend days and occasional travel should be expected. This position will be considered for our Leadership Team and has the potential to be part of the firm's succession planning. If you are seeking a challenging and diverse position in a growing organization that cares about its team members and believes you have the qualifications outlined below, please apply as outlined in the "To Apply You Must" section at the top.
This is an in-office-only position located in Eugene, Oregon. There is no remote work option at this time.
Who You Are:
You’re an experienced leader who is passionate about driving results while building strong teams through strong processes and a performance coaching environment. You possess:
A proven track record in sales management, call center leadership, or customer service.
Strong critical thinking and problem-solving skills with a keen attention to detail.
Exceptional communication skills to inspire teams and connect with clients.
Advanced Excel skills and a knack for using data to inform decisions.
A love for learning and applying technology like AI to improve performance.
Bonus points if you bring Travel Industry experience
Solves problems – not creates them.
What You’ll Do:
Coach for Success: Lead and mentor sales agents through consistent feedback and behavioral coaching.
Optimize Operations: Refine and implement call center processes, quality assurance metrics, and sales strategies.
Drive Engagement: Foster a culture of accountability, open communication, and customer focus, resulting in high employee retention and satisfaction.
Lead by Example: Act as a subject matter expert in our systems and tools, supporting team excellence.
Analyze and Improve: Leverage AI tools to analyze performance data, forecast trends, and streamline operations.
Our Office:
Founded in 2004, TravelPerks has won awards for outstanding sales and service since our inception. At TravelPerks, we are more than a travel agency – we help the employees of some of America's greatest companies realize their personal vacation dreams, help non-profit organizations find new fund-raising revenue, and ensure our local clients have a trusted travel agency resource. We believe in the power of relationships and that being of value to our clients, suppliers, and employees is how relationships are built and sustained. We believe the best way to be of value is to provide outstanding SAVINGS ∙ SERVICE ∙ SATISFACTION to each client.
We offer paid time off, a 401K program with match, tax-free healthcare reimbursement, discounted travel, short and long-term disability, dental, life insurance, profit sharing, and a supportive and progressive work environment utilizing the latest in technology.
QUALIFICATIONS:
Prior sales management, call center, or customer service management experience.
Charisma to build co-worker relationships and work cross-functionally at all levels of the organization
Bachelor’s degree or higher or equivalent work experience.
Must have the ability to communicate effectively and professionally with clients
Excellent typing, computer, mathematical, and analytical skills and the ability to compose client correspondence at a professional level are required.
Strong Excel skills (e.g. VLOOKUP, pivot tables, etc.) and a desire to improve Excel skills through continued learning.
Logic, critical thinking, and the ability to anticipate problems before they happen are critical.
Ability to efficiently operate automated reservation systems & modern office software/operating systems
The ability to grasp complex processes and arrive at intelligent and thoughtful decisions by applying critical thinking skills is a requirement.
Must be attentive to details and remember and implement detailed processes that are both documented and undocumented, the latter with a reasonable amount of training and examples
Ability to speak to and hear guests via telephone and computer systems.
Must be able to meet physical requirements as outlined in the Essential Functions
A bookkeeping background is a bonus but not required.
Travel Industry Experience is a bonus but not required.
Successful completion of a background check is required