Coordinator, Participant Experience
Coordinator, Participant Experience
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Job Description
When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100000 people every year theres no organization better than Road Scholar. Whats our secret Dedicated and talented staff who believe in our mission.
At Road Scholar we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences we create a stronger more innovative organization that reflects the communities we serve.
In addition we are dedicated to bringing an environmentally sustainable organization. From the way we design our programs to how we operate as a team we are striving to reduce our environmental impact and create a positive legacy for future generations.
About the role
The Participant Experience Coordinator supports Participant Experience Operations and is responsible for customer engagement with an emphasis on customer advocacy satisfaction and loyalty. The Coordinator is responsible for the prompt participant contact and successful resolution for a variety of touch points throughout the participant journey. Core duties include workload planning and prioritization to ensure turnaround time goals are met as well as identifying and communicating participant experience concerns with a keen focused participant lens.
Road Scholar offers a remote-first work environment. The compensation for this non-exempt/hourly position is $22.40 per hour.
In this role you will...
- Execute outbound campaigns by phone and email to participants whose programs have been cancelled by Road Scholar by offering creative solutions in order to retain their enrollments on future programs.
- Explain necessary program changes to enrolled participants with empathy and finesse to alleviate their concerns and retain them in their original program enrollment.
- Make recommendations to advocate for compensation or policy exceptions when necessary on behalf of the participant perspective. Take responsibility on behalf of the organization to treat participants fairly and respectfully.
- When working on specific issues make decisions that are in the best interests of a participant while still balancing the needs of the organization. Be creative with recommendations for solutions to problems.
- Be a representative of Road Scholar by demonstrating quality service with each and every interaction.
- Serve as the voice and personality of Road Scholars brand by resonating quality customer service with each and every interaction by offering positive solutions through proven effective and exemplary service technique.
- Be a representative of Road Scholar by demonstrating quality service with each and every interaction.
- Possess the ability to work remotely as needed to provide coverage as business needs dictate.
- Perform other duties as needed.
Were seeking...
At least one year of full-time experience in customer service role ideally over the phone.
- Bachelors degree or equivalent preferred.
- Be highly productive; reliable and quality-driven to ensure completion of projects.
- Ability to work autonomously within established procedures and practices.
- Strong verbal and written communication skill.
- Keen focus on customer service and customer experience.
- Ability to prioritize while handling multiple changing tasks and priorities.
- Solid technical skills to navigate through various internal systems.
Why join the Road Scholar Team...
We offer a competitive compensation and benefits package!
- Medical Dental and Vision Insurance (with a substantial employee subsidy!)
- 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
- Up to 20 days of PTO annually accrued every payroll cycle
- Enjoy a paid week off in addition to your PTO at the end of December to enjoy the holiday season!
- A generous employee discounts on our programs
- Access to obtain a membership
- As a Road Scholar employee you can opt-in to receive an IATA membership
- We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
- Thats right were fully remote!
- To learn moreabout our benefits offerings check us out at Opportunity Employer
Road Scholar supports diversity in our staff participants and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer we consider applicants for all positions without regard to race color religion gender national origin age sexual orientation pregnancy illness marital or veteran status or disability or any other status protected by applicable law.
Cybersecurity
At Road Scholar we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL . We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met or from a non-Road Scholar email domain it may be a phishing attempt.
Required Experience:
IC
Employment Type
Full-Time
