Customer Success Advocate and Data Researcher

Job Title: CSA & Data Researcher

Job Type: Part Time (20 hours/week)

Job Location: Remote

About WildVoice

WildVoice is a pioneering ecotourism platform that aims to create deeper human connections with wildlife, people, and the environment. With over 30 years of technology and diving experience, our team is passionate about creating life-changing experiences that educate and cultivate conservation while minimizing the adverse human impact of visitors, travelers, and explorers. We offer a wide range of activities, from scuba diving, snorkeling, nature safaris, boat charters, to guided cultural hikes, kayaking, and other expeditions.

About the Role

As a CSA & Data Researcher, you will be instrumental in creating memorable experiences for our customers, from the moment they express interest in an activity to the time they embark on their adventure, assisting them with checking availability for activities, generating booking quotes, and ensuring a smooth booking experience.

You will also be contributing to a Customers successful use of the Wildvoice wordpress website, helping update booking listings, events, blog posts, etc. Data research and list building will be a big part, and early on a majority, of your work day responsibilities.

Responsibilities

• Respond promptly to new customer inquiries via chat and calls, providing exceptional customer service.
• Check availability and answer questions about our wide range of activities, then generate booking quotes and follow up with customers to secure bookings.
• Assist with the addition and updates to current activity product listings, ensuring accurate and up-to-date information.
• Use your sales experience to convert inquiries into bookings, ensuring a seamless customer journey.
• Maintain the deal pipeline and that tickets are up to date, making sure to follow up on leads (potential customers) and making sure they convert (purchase a booking).
• Assist with research and updates for conservation volunteer events, scraping the internet
• Building lists based on the scraped data, and using that data to create and update events in WordPress.
• Performing research/Scraping data and building lists for affiliates that we can partner with.

Candidate Requirements

• High attention to detail and the ability to work in a fast-paced startup environment.
  
• Creative and proactive problem solver; actively investigates and asks questions to solve a problem instead of waiting for someone else to find/notice the problem.
• Time management/prioritization, ability to execute tasks independently and efficiently.
• Ability to multitask while maintaining accuracy.
  
• Minimum of 2 years experience as a customer service representative, preferably as a booking agent in the hospitality or travel industry.
• Proficiency in using CRMs like Hubspot, Zendesk, or other CRM for ticketing/request tracking.

• For data researching; data scrapping, list building, and lead generation experience a must.
• Experience with live chat and phone customer service. While most of our interactions are over text, but the ability to handle phone calls is essential.
• Experience using WordPress.
• Familiarity with Slack and Google/GSuite.
• Excellent written and spoken English.
• Reliable power, internet, and computer setup.
• Knowledge about the ocean and ocean activities such as scuba diving, snorkeling, boat charters, and kayak tours is a plus.

Working Hours

The successful candidate will need to be available from 1 p.m. to 5 p.m. Pacific Time with flexibility to cover weekend shifts. Job will start as part time, with the intention of moving to full time (40 hours) after a month or 2.

At WildVoice, we're passionate about the environment and dedicated to promoting sustainable tourism. If you share our vision and have the skills and experience we're looking for, we'd love to hear from you.