Worldassist Coordinator

**Company Introduction**:WorldStrides is the global leader in educational travel and experiential learning.The company was founded in **** 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.**Job description**: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- leverages their skills of resiliency, active listening, quick thinking, and problem-solving; and,- collaborates, communicates and works across multiple functions to efficiently manage and effectively deploy issue resolutions.The successful WA Coordinator utilizes their knowledge of WorldStrides products, policies, workflows, and platforms to perform with a quantifiable bias towards quality, productivity, and effectiveness.He/she leverages multiple technologies and platforms to facilitate resolutions across a variety of 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 execution of issue in-take, vetting, triage, and communications of group travels' on-program issues.Responsible for either deploying issue resolution outcomes OR effectively escalating the issue(s) to WorldAssist peers, while adhering to business' practices, policies and protocols.- Responsible for accurate and efficient execution of assigned resolution outcomes including, but not limited to: information requests; itinerary research/amendments; vendor management; follow-up/respond to communications via multiple channels; issue/shift transitions; and, assigned administrative duties.- Meet, or exceed, Quality Assurance objectives and metrics in interactions/communications/execution of on-program issue resolutions.- Proactively 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 the established quality, performance and financial metrics.- Be inspired to perform at one's highest capabilities while working in a high-quality, fast-paced "customer escalation" environment; Bring a positive attitude, empathy, active listening, action/resolution-oriented, and resiliency every day to your interactions with teammates, peers, and customers.- Actively participates and contributes to 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 collaboratively work in a remote environment.Minimal travel required.- Demonstrated Customer/Client Focus in Challenging Situations with a Bias to Achieve "Win-Win" Resolutions.- Proven Business & Customer-facing Oral and Written Communication Proficiencies.Fluent in English OR English as a Second Language Required.- Organizational & Prioritization Skills in a Fast-Paced, Customer Escalation Environment; Ability to vet and triage multiple situations, proficiently move to resolution/escalation, and engage next customer.- Demonstrated Proficiencies with computer navigation & typing, MS Office365, Contact Center Telephony & Omni-Channel Protocols, Proprietary 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-Industry Experience.**Position Type and Expected Hours of Work**:The WA Coordinator role is both a full-time, twelve (12) month or nine (9) month seasonal full-time role (February 1 th