Customer Advocate

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: 

The Customer Advocate role is responsible for the accurate and efficient execution of traveler and group-based transactions. Supporting their Customer Service, Financial Services and Account Management Team. The Customer Advocate role manages a multitude of work streams, transactions, and deliverables that are directly related to the Customer Journey that impacts the team’s performance and metric attainment. The Customer Advocate has a strong working knowledge of all WorldStrides products, policies, workflows, and platforms to perform across these with a quantifiable bias toward quality, productivity, efficiency, and continuous improvement.

Responsibilities:

• Responsible for the accurate and efficient execution of traveler/group-based transactions including, but not limited to deposits/payments; cancellations; funds transfers; refunds; payment disputes; traveler record update/amendments; invoice/statements; trip insurance claims; and information requests, respond to customer emails, chats and voicemails.
• Collaborates with Financial Services and Payment Specialists to ensure traveler / group records are managed within the established performance and productivity metrics.
• Responsible for consistent performance/productivity in execution of customer requests via email and chat, outbound calls (when required), workflows, deliverables, and adherence guidelines.
• Collaborates with Customer Service to ensure appropriate phone line coverage.

Qualifications:

• Demonstrated Customer/Client Focus with a Bias towards “Win-Win” Resolutions;
• Proven Written and Oral Business & Customer Communication Proficiencies;
• Organizational & Prioritization Skills in a Fast-Paced, Customer-centric Environment;
• Demonstrated Proficiencies with MS Office, Proprietary Enterprise-level Platforms, and CRM (Salesforce or MS Dynamics);
• Two Year College Required or Relevant Client/Customer-facing Financial Relationship Management Work Experience

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.