Captain Relations Specialists are FishingBooker’s bond to our captains. They play a crucial role in establishing and building relations with charter operators by promoting the value of FishingBooker’s platform and in turn, helping captains grow their businesses with us.
We are looking for two Captain Relations Specialists to join our Coordinators team and continue to build rapport with our captains/partners. You will be educating them on how our platform works and helping them grow their business with us while at the same time improving FishingBooker’s success as well!
Building rapport with our captains means you will be in contact with them via phone and email on a daily basis. You will work with them to make sure our services meet their requirements, that they are well aware of every feature offered on our website in order to make getting their first bookings as easy as possible. All this, while promoting the value of working on their profiles with FishingBooker.
About the job
As a Captain Relations Specialist, you will be part of the Coordinators team (more about the team below). A crucial aspect of your position will be to welcome our newly signed up captains via phone and explain to them how our platform works. It’s more than just running through a list of features, with your exceptional communication skills you will educate our partners on navigating our web and mobile app in order to ensure they are aware of all the perks the platform can bring.
Captain Relations Specialists help boost our partners’ businesses by selling different features that will increase their chances of getting booked (e.g. our Instant Book feature), you will do this by negotiating with them via phone and email and using your sales skills to get the job done. Your initial contact with our captains paves the way for the further development and enhancement of their listings and profile on the FishingBooker platform.
Captain Relations Specialists have expert knowledge of our product and through their collaboration with captains, they contribute to improving our platform by testing features and suggesting product improvements. They also work closely with our Customer Happiness team to ensure a smooth experience for captains by facilitating constant communication flow.
You will also be required to utilise your analytical and research skills in order to ensure partners respect our policies (e.g. Best Price Guarantee policy). FishingBooker expects captains to realize as many trips as possible and to avoid declining them or cancelling, unless for reasons out of their control e.g. weather. You will follow up on trips that have been cancelled or declined to ascertain the facts and remove any obstacles or issues that cause cancellations. Doing so helps us understand why cancellations occur and what we can do proactively to reduce the likelihood of future cancellations/declines.
Hours of work
Since FishingBooker's main market is US-based, your hours of work will generally be tailored towards the afternoon (e.g. 11 am - 7 pm) however, this is not set in stone as a strict shift. Hours of work are also market-dependant as our coverage extends to Australia, New Zealand and Europe. You will work five days per week (8 hrs per day) with weekends off and have a weekly rotation of different tasks and duties.
Training and onboarding
We take pride in our thorough training and onboarding process that will provide you with the best possible base to build yourself up from. Before you need to jump on the phone you will have a month of training covering general knowledge and position-specific training including shadowing. You will also learn all about the company history and business-model as part of your two-day general onboarding when you commence. In case you’re wondering, previous fishing knowledge is not required, but with the training and onboarding provided, you will become an expert in no time.
In addition, you will have unlimited opportunity to improve your negotiation and sales skills and learn to deal with people from various backgrounds all over the world. Over time you will be the go-to person for captain related matters and possess in-depth, valuable knowledge of our product.
About the team
FishingBooker's Coordinators team is a steady growing team and therefore a reflection of the company’s growing userbase. At this moment there are eleven team members which include a team lead (Alex) and two supervisors (Tanja and Ana). Supervisors are there to facilitate training and monitor progress, they provide support on a daily basis and together with the team lead, will support your personal and professional growth.
Although it is one big team, Captain Relations Specialists form part of our Relations subteam, other subteams include the Task Master and Critical Resolution teams who all deal with specific tasks related to our partners. Despite these subteams, the Coordinators team is a cohesive and close group of coworkers who all work together and support each other in their initiatives. Depending on your skills, preferences and acquired knowledge throughout daily activities as a Relations Specialist, you can progress to a Task Master, a Critical Resolution role or even outside the team after some time. Regardless of the position, each person can directly improve processes within the team and company, and pitch ideas that improve our overall product as well.
About you
We’re aware of how specific this position is so we don’t expect you to have prior experience in communicating with captains but, prior experience working with clients over the phone, coordinating or educating others will be considered as a plus.
Due to the nature of work, you must have near-native English speaking, listening and writing skills. You should be an excellent communicator, be great at managing your time and be ready and willing to commit and be flexible in order to reach your goals. It helps if you consider yourself a people person as you will constantly be working on building strong relationships with our captains.
We’re looking for people who can work independently but, love being part of a team. We want you to be able to rely on us and we expect the same in return. We value open communication, transparency and sharing ideas on a daily basis. Candid feedback is an integral part of our culture and you should be comfortable with both giving and receiving feedback. We challenge each other, but all remember that we’re here for the same purpose: to do good work together. If you love challenges and embrace changes, you’re the right person to join us and we’d love to have you!
Benefits
FishingBooker hires Captain Relations Specialists as full-time employees with a full-time contract (ugovor o radu). We offer a competitive salary and you will have access to bonuses after three months based on reaching monthly goals. Depending on your performance, engagement and overall strength of your commitment, you will have the potential for a salary increase every April and October during reviews.
High performers are always recognized so there is the possibility for you to work from home on certain occasions and we don’t expect you to stay in the office till late just to finish a call, you can organise yourself to do such tasks from home. In addition, you will also have 20 days’ paid vacation each year.
FishingBooker provides all the training and support you need to become an expert - soft skills, sales skills and much more. We provide company-sponsored books, training, and courses - never stop learning and improving yourself.
We also think it’s important that you get to experience the work you’re actually doing so, FishingBooker will treat you to an annual company-wide fishing trip. You will have a team of supportive, caring and friendly colleagues with whom you’ll be able to also enjoy a team-building activity. Other cool things you will get is the best Apple equipment, 50% of your food costs covered and company-sponsored private health insurance after 3 months.
How to apply
If you enjoyed reading this job ad (you made it this far!) and would like to join our Coordinators team, hit the apply button and we will see you in the office! 