Customer Support Associate
hace 1 mes
About WorldStrides, ISA, & TEAN:
WorldStrides is the largest and one of the most trusted educational student travel and education abroad companies in the US, providing a variety of educational travel programs to more than two million elementary, middle, high school, college, and graduate students since 1967. The WorldStrides mission is to ignite personal growth through educational travel and study abroad. ISA and TEAN, as a division of WorldStrides, aim to transform college-level students through international education experiences, while supporting and empowering institutional partners.
Position Description
The Customer Support Associate is the first point of contact for our ISA and TEAN business lines and is responsible for various administrative tasks, including distributing electronic correspondence, redirecting phone calls, and answering fundamental customer inquiries. This is directly related to the team's performance and metric attainment. Additionally, this position will support their peers in data management, customer service, financial services, and retention when needed.
Position Responsibilities
Performance & Productivity
Answer, screen and forward incoming calls; provide and document basic and accurate information.
Review, forward and sometimes answer electronic correspondence, whether that be through our main email accounts or live chats.
When needed, review and submit student inquiries to our lead management system from various online and in-person lead capture sources.
This position will support their peers in data management, customer service, financial services, and retention when needed.
Consistently delivers on the performance attributes under the WorldStrides Customer Service Cornerstones: Customer Rapport; Issue Resolution; Engagement; and Leadership.
Process Improvement
Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities.
Assists in training new team members to ensure that workflows, procedures, and protocols meet our performance and quality standards.
Responsible for suggesting methods to improve productivity, efficiencies, and service to both internal and external customers through evaluations of current metrics, tools, processes, and procedures.
Escalation Management
Provides effective assistance to team with escalated calls and problematic accounts/inquiries.
Requirements
Minimum Qualifications
Excellent written and verbal English communication skills.
Customer service experience.
Excellent organization skills.
Strong problem-solving and decision-making skills.
Strong basic computer skills and data entry/keyboard skills.
Working knowledge of Microsoft Office products (Word, Outlook, Excel, etc.) and the ability to pick up new software quickly.
Strong attention to detail and multitasking skills.
Desired Qualifications:
Proven written and oral business & customer communication proficiencies.
Organizational & prioritization skills in a fast-paced, customer-centric environment.
Two Year College or Higher Education Experience.
An understanding of the U.S. college/university system.
2 - 3 years experience in Customer Service and/or Marketing.
Relevant experience living, traveling and/or studying in the U.S.
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