Outreach support associate

Company Introduction

WorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.

Job Description

Outreach Support Associates (OSAs) are part of a team dedicated to engaging students interested in WorldStrides Higher Education programs. The primary objective of this role is to support and coordinate sales funnel activities, including data entry, serving as the first point of contact for some inbound communications, and responding to requests for more information. OSAs will adhere to best practices established by organizations that support education abroad.

Responsibilities

• Review and submit new student inquiries to our lead management system from various online and in-person lead capture sources.
• Create and update student accounts in our systems.
• Process Incomplete Online Applications (IOLAs) from different Higher Ed divisions on a daily basis.
• Serve as the first point of contact for some inbound channels, including passing calls, live chats, and managing initial course form inquiries.
• Document all student interactions in the internal Customer Relationship Management (CRM) software.
• Utilize phone systems (FPS and Ring Central) to direct calls to the appropriate contact within the Higher Education team.
• Perform administrative tasks as assigned by the team lead or Director of Student Outreach.
• Process and initiate contact with specific incoming email-only inquiries and/or international students.
• Assume additional responsibilities as requested.

Qualifications

• Excellent written and verbal communication skills in English.
• Experience in customer service.
• Strong organizational skills.
• Effective problem-solving and decision-making abilities.
• Proficiency in basic computer skills and data entry/keyboard skills.
• Ability to perform data entry tasks for extended periods.
• Working knowledge of Microsoft Office products (Word, Outlook, Excel, etc.) and the ability to quickly learn new software.
• Strong attention to detail and multitasking abilities.
• Experience in Higher Education.
• 2-3 years of experience in data entry, customer service and/or marketing.
• Relevant experience living, traveling, and/or studying in the U.S.
• Understanding of the U.S. college/university system.

Work Perks

• Fun & driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance. 
• +10% of gross salary as food stamps. 
• 1 paid volunteer day & 25 PTO* days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Statutory Holidays by Mexican Federal Labor Law.
• Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
• Flexible work schedule providing on-site and hybrid opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness opportunities.
• Employee Assistance Program (EAP)
• Paid statutory parental leave.