Sr. Coordinator, Digital

Road Scholar•Boston, MA

2d•Remote

About The Position

Road Scholar is seeking an experienced email specialist for 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 throughout their journey, including answering program questions and helping them choose destinations. The role represents Road Scholar’s brand and nonprofit mission of lifelong learning through travel by delivering thoughtful, accurate, empathetic, and efficient communication. It also supports enrollment, resolves technical issues, and contributes to participant satisfaction and loyalty. The position handles a high volume of daily email correspondence and requires adapting to changing priorities in a fast-paced, mission-driven environment. The specialist uses CRM and email management systems to track interactions, document cases, and follow up; collaborates with other teams to resolve concerns; mentors new team members; and contributes to service quality, process improvements, and the digital experience. The role may also involve taking inbound calls during high-demand periods and making outbound calls when needed. This is a fully remote, hourly, non-exempt position. Employees must work from home with reliable high-speed internet and a direct Ethernet connection; Wi-Fi is not supported for work systems. The compensation rate is $22.50 per hour. Applicants are asked to submit a cover letter with their resume.

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 demonstrated ability to handle high-volume, high-quality email communications.
Experience with CRM systems, such as Salesforce, and email or ticketing platforms.
Experience resolving customer issues in writing 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 unexpected interruptions.
Excellent 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 detail in grammar, spelling, and formatting.
Receptiveness to coaching and performance feedback, and ability to adjust communication based on guidelines and team input.
Strong time-management and 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 the 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.
Write clear, empathetic responses that align with Road Scholar’s voice, tone, and brand standards.
Provide high-touch service to promote program enrollments, resolve technical issues, and support participant satisfaction.
Offer creative, personalized solutions to complex participant needs, aiming for one-interaction resolution and long-term loyalty.
Maintain 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.
Achieve monthly individual and team performance goals.
Share ideas to improve processes, communication workflows, and the participant experience.
Monitor and uphold email quality and service standards through feedback, peer reviews, and self-assessment.
Identify, monitor, and report website, social media, and technology-related issues, providing participant insights to support digital improvements.
Attend ongoing training on Road Scholar products, systems, and procedures.
Handle a high volume 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.