Sr. Coordinator, Digital

Road Scholar•Boston, MA

4d•Remote

About The Position

Road Scholar is seeking an experienced email specialist to join its Digital (Email) Communications Team, a specialized group within the Participant Services Team at the Road Scholar Contact Center. The team provides timely, personalized email support to participants—Road Scholar’s term for customers—throughout their journey, from answering program questions to helping them choose a destination. The role represents Road Scholar’s nonprofit mission of lifelong learning through travel and calls for a positive, service-minded communicator who can solve problems and create thoughtful, clear, brand-consistent written interactions. This is a remote, hourly, non-exempt position with compensation of $22.50 per hour. The person in this role handles high volumes of email while maintaining quality, accuracy, and efficiency; supports enrollments and resolves participant concerns; and collaborates with internal teams to improve the participant experience. The role also includes taking inbound calls during “all hands-on deck” periods and making outbound calls when needed. Applicants are asked to submit a cover letter with their resume explaining their interest in the position.

Requirements

Bachelor’s degree preferred and/or comparable work experience.
2–4 years of experience in customer service, communications, or an email support role.
2–4 years of experience handling high-volume, high-quality email communications.
Experience with CRM systems and email or ticketing platforms.
Proven ability to resolve customer issues through written communication, with attention to tone, empathy, and brand voice.
Ability to type 50–70 words per minute with a high level of accuracy.
Ability to manage multiple responsibilities, meet deadlines, and adapt to time-sensitive demands and interruptions.
Strong organizational and problem-solving skills, including the ability to retain, organize, and access large amounts of information.
Ability to work independently and collaboratively in a team-based environment.
Positive attitude, high energy, adaptability, and resilience in an evolving work environment.
Exceptional attention to grammar, spelling, and formatting in professional, brand-consistent email communication.
Receptiveness to coaching and performance feedback, and ability to adjust tone or approach based on guidelines and team input.
Strong time-management and task-prioritization skills in a fast-paced, high-volume email environment.
Accurate data-entry skills for documenting participant interactions, case notes, and follow-up actions in CRM systems.
Willingness to stay current on travel programs, participant needs, and internal tools and procedures through ongoing learning and training.
Ability to work independently and exercise sound judgment within defined guidelines.
Proficiency in Microsoft Office, Salesforce, Spekit, Zoom, and other cloud-based platforms, with ability to learn new systems quickly.
Ability to work from home with reliable high-speed internet and direct Ethernet connectivity; Wi-Fi is not supported for work systems.

Nice To Haves

Experience in a call center, travel services, nonprofit, or education-related environment.

Responsibilities

Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication, ensuring participants feel informed, supported, and valued.
Write clear, empathetic responses consistent with Road Scholar’s voice, tone, and brand standards.
Provide high-touch service to promote program enrollments, resolve technical issues, and support participant satisfaction.
Develop creative, personalized solutions to complex participant needs, aiming for resolution in one interaction and long-term loyalty.
Demonstrate empathy, patience, and professionalism to foster trust and lasting participant relationships.
Take ownership of participant interactions by verifying information, using internal tools and resources, and applying knowledge of Road Scholar’s mission, offerings, and policies.
Use CRM systems and email management platforms to track interactions, document cases, and ensure timely follow-up.
Mentor new team members while continuing to develop personal skills.
Meet monthly individual and team performance goals aligned with company standards and strategic objectives.
Share ideas to improve processes, communication workflows, and the participant experience.
Monitor and maintain email quality and service standards through feedback, peer reviews, and self-assessment.
Identify, monitor, and report website, social media, and technology-related issues, sharing participant insights to help improve the digital experience.
Attend ongoing training to stay current on Road Scholar products, systems, and procedures.
Handle high volumes of email correspondence while prioritizing quality, accuracy, and efficiency.
Take inbound calls during “all hands-on deck” periods and make outbound calls when necessary.
Adapt to changing priorities and workloads with a positive, solution-focused attitude.
Collaborate with teams such as Marketing, IT, and Program Development to resolve participant concerns and support service initiatives.