Customer Service Representative

Job Description:

The Customer Service Representative (CSR) will be responsible for providing excellent customer service and support to customers through various channels such as phone, email, and chat. You will be the primary point of contact for customers and will be responsible for resolving their queries, concerns, and issues in a timely and efficient manner. The CSR is focused on providing a “low effort “experience for our customers while increasing revenue through the proactive prevention of trip cancellations. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides.  In that regard, the CSR should properly represent the brand image of the company as follows:

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.
• Review, prepare, and route customer information via email to relevant co-workers (e.g. Financial Service Representative) to inform, update, or request information needed to resolve a customer issue(s)
• 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, FSA healthcare, FSA dependent care, HAS with employer contribution, and generous 401k match.
• 10 paid floating corporate holidays, 1 paid volunteer day & 25 PTO days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Opportunities for paid and discounted travel.
• Flexible work schedule providing on-site, remote, and virtual office opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness Center and café onsite at select locations.
• Employee Assistance Program (EAP)
• Paid Parental, Caregiver, and Disability leave.
• Team Member Discount Program