Bilingual Customer Service Specialist

EF Education First / Hult•Denver, CO

4d•$50,000 - $55,000•Hybrid

About The Position

This is a customer-facing role that owns the pre-departure experience for travelers, starting from the moment after a traveler books through the day they depart on tour. The role involves personalizing each traveler’s journey, resolving complex situations with empathy and care, and building trust to encourage repeat business. The company is committed to providing an EPIC pre-tour experience: Easy, Personal, Immersive, and rooted in Community and Connection. The role utilizes AI tools to understand travelers and support them throughout their journey to deliver a high-quality customer experience.

Requirements

Fluent in both written and spoken English and Spanish.
High emotional intelligence; ability to read the room, adapt approach, and help people feel heard before offering solutions.
Sound judgment and confidence under pressure; knowing when to escalate, hold firm, or go above and beyond.
Naturally curious; asking good questions to understand processes and needs.
Natural collaborator; ability to work fluidly across teams to solve problems.
Comfortable adopting new technology and AI-powered tools.
4 years of relevant customer service or client-facing experience or a 4-year college degree.

Nice To Haves

The majority of this role will be conducted in English, with Spanish called upon as needed to support Spanish-speaking travelers.
Work driven by empathy and relationship building; genuinely caring about people and ensuring they feel confident in their decision to travel.
Thrive in complexity; energized by situations with no clear script to find the right path.
Bring purpose to work; personal connection to the mission of connecting people to the world through travel.
Embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working.

Responsibilities

Build authentic relationships with travelers, making each person feel known, valued, and genuinely cared for as part of the EF Go Ahead community.
Proactively reach out to travelers ahead of departure to set expectations, answer questions, and build excitement, tailoring interactions to ensure every traveler feels seen and supported.
Partner with internal teams to resolve traveler requests seamlessly, owning the outcome and ensuring travelers receive a single, cohesive experience.
Make meaningful decisions within an AI-powered workflow, including approving and redirecting traveler communications and providing feedback to improve AI tools.
Take ownership of and de-escalate emotionally charged situations with patience and composure, guiding travelers from frustration to resolution and confidence.
Adapt communication style and approach to match each traveler’s needs and preferences across phone, email, and chat.
Exercise independent judgment on policy exceptions, compensation, and resolution decisions.

Benefits

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year
Ten paid holidays
Two floating holidays
Exciting business travel opportunities
25% company match on 401(k) contributions
Market-leading medical, dental and vision coverage
Options for life and disability insurance
Accident and hospital insurance
Legal and pet insurance
Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
Access to fertility care and family-building support
Wellness benefits including a yearly fitness reimbursement
Frequent social and learning events
Access to employee-run resource groups
Robust Employee Assistance Program
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
Discounts at local venues and businesses