Coordinator, Participant Experience

When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar. What's our secret? Dedicated and talented staff who believe in our mission.

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 $21.00 per hour.

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.
• Conduct high-touch customer contacts to participants with unsatisfactory program experiences, with the goal of repairing or reinforcing their relationship with Road Scholar.
• Represent the participant’s perspective and advocate for compensation or policy exceptions when necessary. Take responsibility on behalf of the organization to treat participants fairly and respectfully.
• Manage escalated service issues by making swift and sound business decisions, offering creative and resourceful solutions on a case by case basis with a strong focus on customer satisfaction and retention.
• Resolve high-touch customer issues by collaborating with Program Providers and Regional Program teams and Air Services staff as needed. Ensure swift and effective resolution.
• Serve as the voice and personality of Road Scholar’s brand by resonating quality customer service with each and every interaction by offering positive solutions through proven, effective, and exemplary service technique.
• Effectively communicate participant feedback and share the knowledge gained from participant interactions with Participant Services, Programs staff and Marketing, with the goal of improving the participant’s experience, internal communication and business processes.
• Possess the ability to work remotely as needed to provide coverage as business needs dictate.
• Perform other duties as needed.

You Need…

• At least one year of full-time experience in customer service role, ideally over the phone.

• 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
• Bachelor's degree or equivalent preferred

Why join the Road Scholar Team...

We offer competitive compensation and excellent benefits:

• Medical, Dental and Vision Insurance
• 3 weeks of Vacation Time
• Up to 8 days of Sick Time
• Remote work environment!
• Paid Holidays (11)
• Retirement Plan with a company match up to 5%
• Identity Protection
• Unlimited On-line Training thru Linkedinlearning.com

• Learn more at https://www.roadscholar.org/careers/

For serious consideration, please submit a cover letter with your resume telling us why you are interested in the position.

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.

To avoid fraudulent job postings and scammers posing as Road Scholar, we request that you only apply to jobs that are posted on the Road Scholar website & when completing an application please make sure the URL is from recruiting.ultipro.com.