WorldAssist Senior Coordinator

WorldStrides is the global leader in educational travel and experiential learning. The company was founded over 50 years ago and has grown to provide a wide range of programs for more than 550,000 students annually from more than 5,000 K12 schools and universities 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.

Objective:

The WorldAssist Senior Coordinator (Tier II) is responsible for the consistent execution of efficient and cost-effective resolutions of our groups' on-program (tour) issues. Leveraging their tenure and performance, the Senior Coordinator manages the resolutions/outcomes related to complex on-program issues. In doing so, the Senior Coordinator provides empathic and "low effort" experiences for our customers, field staff, operations, and account management stakeholders.

The successful Senior Coordinator:

• contributes to a global, distributed team supporting WorldStrides global travel in a 24/7/365 model.
• demonstrates core competencies to facilitate, negotiate, and deploy "win / win" outcomes in a fast-paced, resolution-oriented environment.
• exemplifies resiliency, active listening, quick thinking, and problem-solving skills.
• exhibits collaboration, communication, and work across multiple functions to efficiently manage and effectively deploy issue resolutions. And,
• actively engages in peer training, coaching, and the team's continuous improvement initiatives.

The successful Senior Coordinator utilizes their knowledge of products, policies, workflows, and platforms to perform with a quantifiable bias towards quality, productivity, and effectivity. The Senior Coordinator leverages multiple technologies and platforms to facilitate resolutions across a variety of operational and health/safety-related issues. The Senior Coordinator shares their knowledge through peer-to-peer training and coaching. The successes of those resolutions and peer-to-peer collaborations directly contribute to the team's service and performance objectives.

Essential Responsibilities:

In addition to the performance and productivity attributes of the Coordinator, the Senior Coordinator is responsible for:

Performance & Productivity

• Strong working knowledge across all products, services, workflows, platforms, and policies with the ability to effectively manage and communicate complex and/or multiple on-program issue status and resolution(s) to teammates, internal stakeholders, and customers.
• Execute 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 resolution outcomes OR effectively act upon escalated issues, while adhering to business' practices, policies, and protocols.
• Continues to exceed Quality Assurance objectives and metrics interactions / communications / execution of on-program issue resolutions.
• Participates in the training / coaching of peers. Instills through their capabilities, consistent performance working in a high-quality, fast-paced "customer issue" resolution environment; Consistently exhibits a positive attitude, empathy, active listening, action/resolution-oriented, and resiliency every day to their interactions with customers, teammates, and peers.
• Proactively leads collaboration efforts with Global Product Delivery (Operations), Health & Safety, and Account Management peers to create and deploy resolution outcomes to ensure the group/traveler's experience and expectations are managed within the established quality, performance, and financial metrics.
• Actively participates, coaches, and contributes to technology and continuous process improvement initiatives.

Position Type and Expected Hours of Work:

The Senior Coordinator role is a full-time, twelve (12) month role. The WorldAssist team is staffed in a 24/7/365 environment. Scheduled hours, days, and shifts may vary; scheduled weekends, holiday, overnights, and overtime are expected as group travel volumes demand.

At WorldStrides, the experience is everything. By joining our team you help provide moments that delight and open up the world of learning. Our team is truly passionate about making each experience a once in a lifetime opportunity for each traveler that is easy to manage from A to Z. Each journey is different, which is why we offer a broad range of experiential learning programs for groups and individuals of all ages throughout their lifelong learning journey.

If we've learned anything over this last year, it's that being able to experience different places and things while interacting with new people is imperative to not only personal growth but also to general well-being. So, let's get out there-together. To learn more about our brand, our mission and our commitment to health and safety, please visit our website at .

Members of our team are able to take advantage of our generous paid-time off (PTO) policy, comprehensive insurance plans (medical, dental, vision and more), flexible spending accounts, paid parental and care giver leave, a casual work environment and a flexible work policy with several options to meet both your professional and personal needs. In addition, we offer travel perks on our products. We also take COVID protocols very seriously and are committed to the health and safety of our team members, participants, vendors and partners which is why we've put extensive measures in place around mandatory vaccinations, PPE and other safety guidelines that follows both the CDC and World Health Organizations guidance.

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.

• Exhibits through performance and coaching the WorldAssist Cornerstones: Customer Rapport; Solution-Focused; Engagement; and Leadership.
• Minimum 18 months to 2 years of WorldAssist experience with better than average performance metrics OR equivalent experience/results in the customer service, hospitality, travel, or services industry management of customer escalations / resolutions.
• Ability to collaboratively work in a remote environment. Minimal travel required.
• Delivers consistent Customer/Client Focus in Challenging Situations with consistent outcomes of "Win-Win" Resolutions;
• Demonstrated 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;
• Productive Proficiencies with computer navigation & typing, MS Office365, Contact Center Telephony and Omni-Channel Protocols, Proprietary Enterprise-level Platforms, and CRM Case Management (Salesforce or MS Dynamics); and,
• 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.