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WorldAssist Coordinator

Calle 56 - Num 444-A por 33 y 35, Colonia Centro Merida Yucatan

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 WorldAssist (WA) Coordinator is responsible for the consistent execution of efficient and cost-effective resolutions of our groups’ on-program (tour) issues.  In doing so, the WA Coordinator provides empathic and “low effort” experiences for our customers, field staff, operations, and account management stakeholders.   

 The successful WA Coordinator: 

  • contributes to a global, distributed team supporting WorldStrides’ global travel in a 24/7/365 model;
  • possesses core competencies to facilitate, negotiate, and deploy “win / win” outcomes in a fast-paced, resolution-oriented
  • leverages their skills of resiliency, active listening, quick thinking, and problem-solving; and,
  • collaborates, communicates and works across multiple functions to efficiently manage and effectively deploy issue resolutions.  

The successful WA Coordinator utilizes their knowledge of WorldStrides products, policies, workflows, and platforms to perform with a quantifiable bias towards quality, productivity, and effectiveness.  He/she leverages multiple technologies and platforms to facilitate resolutions across a variety of operational and health/safety-related issues.  The success of those resolutions directly contributes to the team’s service and performance objectives.   

 Responsibilities:

  •  Acquire and demonstrate working knowledge of WorldStrides products, services, workflows, platforms, and policies to effectively manage and communicate on-program issue status and resolution(s) to teammates, internal stakeholders, and customers.
  • Deliver consistent quality and productivity in the execution of issue in-take, vetting, triage, and communications of group travels’ on-program issues.   Responsible for either deploying issue resolution outcomes OR effectively escalating the issue(s) to WorldAssist peers, while adhering to business’ practices, policies and protocols.
  •  Responsible for accurate and efficient execution of assigned resolution outcomes including, but not limited to: information requests; itinerary research/amendments; vendor management; follow-up/respond to communications via multiple channels; issue/shift transitions; and, assigned administrative duties.
  •  Meet, or exceed, Quality Assurance objectives and metrics in interactions/communications/execution of on-program issue resolutions.
  •  Proactively collaborate with Global Product Delivery (Operations), Health & Safety, and Account Management peers to create and enact resolution outcomes to ensure the group/traveler’s experience and expectations are managed within the established quality, performance and financial metrics.
  •  Be inspired to perform at one’s highest capabilities while working in a high-quality, fast-paced “customer escalation” environment; Bring a positive attitude, empathy, active listening, action/resolution-oriented, and resiliency every day to your interactions with teammates, peers, and customers.
  • Actively participates and contributes to WorldAssist training, technology, and process improvement initiatives.

 Qualifications: 

  •  Consistently delivers on the key performance/skill attributes of the WorldAssist Cornerstones: Customer Rapport; Solution-Focused; Engagement; and Leadership.
  • Ability to collaboratively work in a remote environment.  Minimal travel required.
  •  Demonstrated Customer/Client Focus in Challenging Situations with a Bias to Achieve “Win-Win” Resolutions.
  • Proven Business & Customer-facing Oral and Written Communication Proficiencies.  Fluent in English OR English as a Second Language Required.
  •  Organizational & Prioritization Skills in a Fast-Paced, Customer Escalation Environment; Ability to vet and triage multiple situations, proficiently move to resolution/escalation, and engage next customer.
  •  Demonstrated Proficiencies with computer navigation & typing, MS Office365, Contact Center Telephony & Omni-Channel Protocols, Proprietary Enterprise-level Platforms, and CRM (Salesforce).
  • Two Year College Degree (Tourism | Hospitality | Supply Chain) Required; Four Year Degree Preferred; OR Relevant Client/Customer-Facing Issue Resolution Management, Service Delivery Support, or Travel / Hospitality-Industry Experience.

 Position Type and Expected Hours of Work: 

 The WA Coordinator role is both a full-time, twelve (12) month or nine (9) month seasonal full-time role (February 1 through October 31).  The WorldAssist team is staffed in a 24/7/365 environment.  Scheduled hours, days, and shifts may vary; scheduled weekends, holidays, overnights, and overtime are expected as group travel volumes demand.   

 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.

 

 

 

WorldStrides, a global organization, is committed to educate and serve communities worldwide. Our commitment is fueled by the passion of our team members and partners to make experiential learning accessible, while also being socially, environmentally, and ethically responsible. Together, we accomplish this by investing in initiatives to promote inclusion, diversity, and sustainability.

As an Equal Opportunity Employer, WorldStrides is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, J-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire. Select seasonal roles may consider students on J-1 or F-1 visas. 

 

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