Remote USA
Description
About Railbookers:
At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.
We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.
Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.
Job Purpose:
The Confirmations Coordinator ensures that all travel services booked by the Sales team are accurately and proactively confirmed with vendors, enabling timely delivery of customer documents 45–60 days prior to departure. This role focuses on relationship-building with vendors to secure confirmations, resolve booking issues, and drive innovation toward automated confirmations. Success in this position requires strong communication skills, proactive problem-solving, and cross-functional collaboration to ensure a seamless post-booking experience for customers.
Duties and Responsibilities:
- Service Confirmations
- Confirm all booked services (e.g., hotels, attractions, transfers, tours) via vendor portals, APIs, email, or phone.
- Build and maintain strong vendor relationships to expedite confirmations, secure space when allotments are unavailable, and negotiate booking changes when required.
- Escalate vendor issues proactively to management to ensure timely resolutions.
- Process Management
- Monitor lead times to guarantee confirmations are secured with sufficient margin for QC and document delivery.
- Identify bottlenecks and propose continuous improvements to reduce manual effort and increase automation (e.g., vendor portal adoption, API opportunities).
- Track confirmation progress and communicate status updates as needed to stakeholders.
- Collaboration
- Partner with Call Center Support, Sales, and Guest Experience to resolve booking and service issues.
- Work closely with Quality Control, Accounting, Call Center Support, and Product Build teams to ensure accurate booking fulfillment.
- Support cross-departmental initiatives to enhance efficiency, customer satisfaction, and margin protection.
- Customer & Vendor Communication
- Handle confirmation-related customer inquiries when escalated, ensuring professional and clear communication.
- Actively engage vendors via email and phone; comfortable managing conversations to resolve issues quickly.
- Innovation & Improvement
- Contribute to Railbookers’ long-term goal of achieving 100% API confirmations.
- Suggest improvements in vendor selection, service design, or system workflows to reduce errors and delays.
- Champion the use of new tools (e.g., vendor portals, automated messaging) to streamline confirmations.
Qualifications
- Diploma
- Minimum of 2+ years of experience in a related field.
- Comfortable communicating with internal and external customers and vendors through various means of communication, including phone calls.
- Well-organized and extremely detail-oriented.
- Experience working with databases and systems.
- Computer proficiency in Microsoft Office.
The Confirmations Coordinator should be able to exercise judgment within the scope of their role or defined procedures to determine appropriate actions. They should understand why their work is important to the broader department and require some oversight by management for direction setting and successful results.
The ideal candidate will be fully autonomous with all work, partnering with senior leadership to set direction and goal outcomes. They should be able to complete goals independently and may need guidance from management or the team for competing goals or projects. The Confirmations Coordinator will work cross-functionally with internal stakeholders, demonstrating the ability to build and maintain productive working relationships.
This role offers an excellent opportunity for a detail-oriented professional to develop expertise in operations coordination while contributing to the company's overall efficiency and customer satisfaction goals.
