Customer Service Representative

**Company Introduction**:WorldStrides 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.**J**ob Description**:**Responsibilities**:- Answer incoming customer calls concerning but not limited to billing, trip information and policy and procedures.- Provide accurate information to resolve all customer inquiries in a polite, professional, and timely manner.- Accurately note all incoming and outgoing contact information in tour delivery systems.- Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function.- Provide ongoing feedback to the immediate leader to promote growth within this function.- Support Quality Assurance checks by leadership; this position will be monitored and/or recorded for quality assurance regularly.- Debrief Team Leader on problematic accounts and trends identified during customer contact.- Assist with outbound customer calls or other cross-functional work during non-peak periods including but not limited to missed payment calls and sales calls.- Other duties assigned by the Management Team- Foster communication within the department, with other departments, and with management- Support company policies and management decisions with a sense of urgency and professionalism.- Meet and exceed customer service performance metrics and goals.**Qualifications**:- Associate degree or post-high school graduate preferred.- 1-2 years of experience in customer service or a related field such as tourism.- Excellent communication and interpersonal skills- Strong problem-solving and decision-making skills- Ability to multitask and prioritize workload in a fast-paced environment.- Proficient in computer skills and experience using a CRM system.- Availability to work flexible hours, including weekends and holidays.- Positive attitude and willingness to learn and grow with the company.- Ability to sustain long periods of inbound calls and communication with customers.- Ability to position company policies positively and professionally.- Analytical capacity to make decisions at a certain level.- Demonstrated Bias towards Metric Attainment and Process Improvement**Position Type and Expected Hours of Work**:**This is a full-time position. Days and hours of work scheduled Monday through Friday, between 9:00 AM EST through 9:00 PM EST. Occasional overtime, evening and weekend work may be required as job duties and business needs demand.**Work Perks**:- Fun & driven environment.- 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 five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.- Flexible work schedule providing on-site and hybrid opportunities.- Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.- Fitness opportunities.- Employee Assistance Program (EAP)- Paid statutory parental leave.- WorldStrides, a global organization, is committed to_ educate and serve communities worldwide. Our commitment is fueled by the passion of our team members and partners to make experiential learning accessible, while also being socially, environmentally, and ethically responsible. Together, we accomplish this by investing in initiatives to promote inclusion, diversity, and sustainability._- As an Equal Opportunity Employer, WorldStrides is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws._- WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, J-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not elig