WorldAssist Coordinator

Company IntroductionWorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.The WorldAssist (WA) Coordinator is responsible for the consistent execution of efficient and cost-effective resolutions of our groups’ on-program (tour) issues. In doing so, the WA Coordinator provides empathic and “low effort” experiences for our customers, field staff, operations, and account management stakeholders.The successful WA Coordinator:contributes to a global, distributed team supporting WorldStrides’ global travel in a 24/7/365 model;possesses core competencies to facilitate, negotiate, and deploy “win/win” outcomes in a fast-paced, resolution-oriented environment;leverages resiliency, active listening, quick thinking, and problem-solving skills; andcollaborates, communicates and works across multiple functions to efficiently manage and effectively deploy issue resolutions.The successful WA Coordinator utilizes knowledge of WorldStrides products, policies, workflows, and platforms to perform with a quantifiable bias towards quality, productivity, and effectiveness. The role leverages multiple technologies and platforms to facilitate resolutions across various operational and health/safety-related issues. The success of those resolutions directly contributes to the team’s service and performance objectives. Responsibilities:Acquire and demonstrate working knowledge of WorldStrides products, services, workflows, platforms, and policies to effectively manage and communicate on-program issue status and resolution(s) to teammates, internal stakeholders, and customers.Deliver consistent quality and productivity in the intake, vetting, triage, and communication of group travels’ on-program issues. Responsible for either deploying resolution outcomes or effectively escalating the issue(s) to WorldAssist peers, while adhering to business practices, policies and protocols.Execute assigned resolution outcomes including information requests, itinerary research/amendments, vendor management, follow-up communications via multiple channels, issue/shift transitions, and assigned administrative duties.Meet or exceed Quality Assurance objectives and metrics in interactions, communications, and execution of on-program issue resolutions.Actively collaborate with Global Product Delivery (Operations), Health & Safety, and Account Management peers to create and enact resolution outcomes to ensure the group/traveler’s experience and expectations are managed within established quality, performance, and financial metrics.Perform at high levels in a fast-paced “customer escalation” environment with a positive attitude, empathy, active listening, action/resolution orientation, and resiliency.Participate in WorldAssist training, technology, and process improvement initiatives.Qualifications:Consistently delivers on the key performance/skill attributes of the WorldAssist Cornerstones: Customer Rapport; Solution-Focused; Engagement; and Leadership.Ability to collaborate in a remote environment. Minimal travel required.Demonstrated customer/client focus in challenging situations with a bias to achieve “win-win” resolutions.Proven business and customer-facing oral and written communication proficiencies. Fluent in English or English as a Second Language required.Organizational and prioritization skills in a fast-paced, customer escalation environment; ability to vet and triage multiple situations, move to resolution/escalation, and engage the next customer.Proficiency with computer navigation & typing, MS Office 365, contact center telephony & omni-channel protocols, enterprise-level platforms, and CRM (Salesforce).Two-year college degree (Tourism | Hospitality | Supply Chain) required; four-year degree preferred; or relevant client/customer-facing issue resolution management, service delivery support, or travel/hospitality experience.Position Type and Expected Hours of Work:The WA Coordinator role is a full-time, twelve (12) month or nine (9) month seasonal full-time role (February 1 through October 31). The WorldAssist team operates in a 24/7/365 environment. Scheduled hours, days, and shifts may vary; scheduled weekends, holidays, overnights, and overtime are expected as group travel volumes demand. Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance.+10% of gross salary as food stamps.1 paid volunteer day & 25 PTO days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.Statutory Holidays by Mexican Federal Labor Law.Tuition reimbursement up to $5,250 annually or $1,000 towards professional certification annually.Flexible work schedule providing on-site and hybrid opportunities.Encouraged participation in our Employee Resource Groups and Diversity, Equity, and Inclusion council.Fitness opportunities.Employee Assistance Program (EAP).Paid statutory parental leave.Equal Employment Opportunity and Disability Self-IdentificationWorldStrides is an equal opportunity employer. We do not discriminate on the basis of protected status. This application includes voluntary self-identification of ethnicity, race, gender, and disability to comply with applicable law and government reporting requirements. Completion is voluntary and confidential.Variant notes: This posting may include forms for voluntary self-identification of disability per OFCCP requirements. If you have questions about these sections, please contact the employer’s human resources department. #J-18808-Ljbffr