Customer Experience Coordinator – Tours

Reports To: Director of Experiences  
Contract Dates: May 1- October 1, 2025
Status and Hours: Contract, 25-30 hrs/week
Hourly Rate: $23.00-$25.00

About Adventure Cycling:

Adventure Cycling builds community through transformational bike travel—connecting riders of all levels with curated routes, shared experiences, and the tools to go further. Our cycling community encourages and supports countless cyclists each year as they explore the beauty and history of America while tending to their mental and physical well-being. For nearly half a century, Adventure Cycling has created life-changing experiences that deepen appreciation for our country’s diverse cultures, communities, landscapes, and people.

Position Overview:

The Customer Experience Coordinator plays a central role in ensuring a seamless and positive experience for tour participants before, during, and after their adventure. This individual serves as a key liaison between participants and the organization, taking full ownership of customer inquiries and communication while managing and maintaining critical backend systems and participant data. This is a contract position from now through October 1, 2025.

Key Responsibilities: 

Customer Communications 

• Respond to participant inquiries via email and phone  
• Provide timely and accurate information about tour logistics  
• Ensure a friendly and professional tone in all communications  

Data Management & System Quality  

• Maintain general database quality  
• Process tour payments and refunds    
• Monitor invoice data and address inconsistencies 
• Oversee participant cancellation and transfer processes 
• Track and resolve data entry issues impacting customer experience 
• Some database system design will be required 

Tour Prep & Participant Outreach  

• Send “Before You Go” (BYG) communications  
• Email Tour Information Packets (TIP)  
• Monitor Tour Discussion Groups 
• Distribute RWGPS (Ride with GPS) routes to tour groups  
• Facilitate waitlisted participants as space becomes available  

Timing & Frequency: 

• Most responsibilities are performed daily or multiple times per week 
• Tasks typically take 5 hours daily with additional hours as needed for special projects  
• Tasks require regular monitoring and attention to ensure ongoing customer satisfaction  

Skills & Qualifications: 

• Exceptional written and verbal communication skills  
• Experience with customer service   
• Microsoft Suite experience mandatory  
• Microsoft Dynamics 365 experience mandatory  
• Attention to detail and ability to manage multiple ongoing tasks  
• Self-starter comfortable with consistent, independent monitoring  
• Knowledge of bike tours or active travel a plus  

Estimated Time Commitment: 

• 5 hours/day average  
• Some tasks recur daily, others multiple times per week  
• Flexibility during peak tour season expected