On Tour Support Coordinator, Seasonal

EF Education First / Hult•Denver, CO

32d•$22 - $22•Remote

About The Position

EF World Journeys is looking for an On Tour Support Coordinator to join the dynamic Emergency Response and Preparedness team. This team might not wear capes, but they sure are heroes, making sure every customer receives stellar support on tour, no matter what gets thrown their way. The On Tour Support Coordinator will handle incoming on-tour incidents for customers who require a little extra expertise and support. Do you thrive under pressure? Do you see a challenging customer situation as an opportunity to save the day? Can you provide empathetic service while solving complicated problems? If so, this role might be for you.

Requirements

1+ year in a customer-facing role
You’re a strong communicator who understands the importance of clear, concise, and factual written and verbal communication and you can easily adapt your style to your audience.
You keep an even keel and maintain a clear head when working under pressure.
You strive to get the job done right the first time with a keen attention to detail.
You don’t take things at face value and are always asking the right questions in anticipation of what could come next.
You recognize great customer service, and you strive to provide it each day.
You have great problem-solving and conflict-resolution skills, and you can prioritize multiple cases of urgency at a time.
You want to be part of a team that motivates and inspires you.
You always demonstrate professionalism and a positive attitude.

Responsibilities

Communicate with travelers by phone, email, or messaging and support them with on-tour issues that arise, including flight challenges, medical incidents, COVID isolation, tour quality concerns, and more
Work in close coordination with Traveler Support, Tour Directors, and Flights and Operational colleagues to provide a supportive and cohesive customer experience
Partner with colleagues on-call in other shifts to create a seamless handoff for the customer
Approach every case believing that nothing is impossible – this work requires creative problem-solving, grace under pressure and a commitment to a beautiful customer experience
Maintain consistency in process and procedure to ensure a smooth customer transition between shifts
Work 5 shifts a week totaling 40 hours a week. Shift options for the full week (Monday through Sunday) are listed below in Eastern Time and include a 30-minute break. Please note you will be hired into a shift slot and will be required to work that for the duration of your contract. 4 X 10 hour shifts are possible upon request and approval.
7:00am – 3:30pm Eastern
3:00pm – 11:30pm Eastern
11:00pm – 7:30am Eastern

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