Customer Advocate

**Title**:Customer Experience Associate (Channel Support)

**Reports to**: CX Team Lead

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**Objective**:
The Customer Experience Associate role is responsible for the accurate and efficient execution of traveler and group-based transactions. Supporting their Customer Service, Financial Services, and Payment Specialist peers, the Customer Experience Associate role manages a multitude of work streams, transactions, and deliverables that are directly related to the Customer Journey that impacts the team's performance and metric attainment. The Customer Experience Associate has a strong working knowledge of all WorldStrides products, policies, workflows, and platforms to perform across these with a quantifiable bias toward quality, productivity, efficiency, and continuous improvement.

**Essential Responsibilities**:
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**Performance & Productivity**

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- Collaborates with Financial Services and Payment Specialists to ensure traveler / group records are managed within the established performance and productivity metrics.
- Collaborates with Customer Service to ensure appropriate phone line coverage.

**Job Requirements**

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- Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities.
- Demonstrated working knowledge of all organization's products, services, procedures, platforms, and guidelines with the ability to effectively communicate to teammates, stakeholders, and customers.
- Positive attitude, detail, and customer-oriented with good multitasking and organizational ability
- Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players, and coordinate actions.
- Ability to multitask, switching between written and oral communication as needed.
- Strong attention to detail, with a strong focus on the Customer Experience and how it can be improved.
- Able to identify trends with customers and can effectively communicate to Leadership.

**Escalation Management**

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- Provide effective resolution assistance to the Customer Support team with escalated calls, inquiries, and identified “problematic” accounts.

**Qualifications**:

- Demonstrated Customer/Client Focus with a Bias towards “Win-Win” Resolutions;
- Proven Written and Oral Business & Customer Communication Proficiencies;
- Organizational & Prioritization Skills in a Fast-Paced, Customer-centric Environment;
- Demonstrated Proficiencies with MS Office, Proprietary Enterprise-level Platforms, and CRM (Salesforce or MS Dynamics);
- Two Year College Required or Relevant Client/Customer-facing Financial Relationship Management Work Experience

**Position Type and Expected Hours of Work**:
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This is a full-time position. Days and hours of work are scheduled Monday through Friday, between 9:00 am through 9:00 pm EST. Occasional overtime, evening, and weekend work may be required as job duties and business needs demand.

**Requirements**:
**Objective**:
The Customer Experience Associate role is responsible for the accurate and efficient execution of traveler and group-based transactions. Supporting their Customer Service, Financial Services, and Payment Specialist peers, the Customer Experience Associate role manages a multitude of work streams, transactions, and deliverables that are directly related to the Customer Journey that impacts the team's performance and metric attainment. The Customer Experience Associate has a strong working knowledge of all WorldStrides products, policies, workflows, and platforms to perform across these with a quantifiable bias toward quality, productivity, efficiency, and continuous improvement.

**Job Requirements**

***
- Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities.
- Demonstrated working knowledge of all organization's products, services, procedures, platforms, and guidelines with the ability to effectively communicate to teammates, stakeholders, and customers.
- Positive attitude, detail, and customer-oriented with good multitasking and organizational ability
- Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players, and coordinate actions.
- Ability to multitask, switching between written and oral communication as needed.
- Strong attention to detail, with a strong focus on the Customer Experience and how it can be improved.
- Able to identify trends with customers and can effectively communicate to Leadership.