Guest Experience & Vendor Operations Coordinator

Backroads; Berkeley (CA); On-site; USD 37,000 - 46,000; Full time

Job summary

Backroads, based in Berkeley, CA, seeks detail-oriented staff to manage guest injury/illness cases and support supplier operations. You will document case details, communicate with guests, and coordinate with field teams to ensure timely guest assistance.

The role requires strong communication, organization, and the ability to work independently in a structured environment while using Microsoft 365 and Salesforce tools. On-site with one weekly WFH day as described.

Qualifications

• Strong written and verbal communication skills and ability to follow guidelines.
• Excellent attention to detail and strong organizational skills.
• Ability to manage multiple tasks and deadlines in a structured environment.
• Familiarity with Salesforce or reporting tools is preferred.

Responsibilities

• Manage assigned guest injury and illness cases, prioritizing based on guidelines.
• Communicate with guests via phone and email using approved templates and tone.
• Coordinate with Field Staff and Regional Teams to support guest needs.
• Accurately document case details and updates in internal systems.
• Escalate complex or sensitive issues to Leads or Managers as needed.
• Execute tasks to support securing subcontractor services and updating vendor contracts.
• Track deadlines and follow up with vendors for timely documentation.
• Audit reports for changes (added/cancelled services) and communicate updates.

Skills

Communication skills

Attention to detail

Time management

Independent work style

Tools

Salesforce

Microsoft 365

Job description

Backroads, based in Berkeley, CA, seeks detail-oriented staff to manage guest injury/illness cases and support supplier operations. You will document case details, communicate with guests, and coordinate with field teams to ensure timely guest assistance.

The role requires strong communication, organization, and the ability to work independently in a structured environment while using Microsoft 365 and Salesforce tools. On-site with one weekly WFH day as described.