Company Introduction:
WorldStrides is the general 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:
Responsibilities:
1. Customer Service:
- Address and resolve customer inquiries, concerns, and issues promptly and professionally.
- Maintain a positive and empathetic attitude towards families to ensure their satisfaction and loyalty.
2. Inbound and Outbound Outreach:
- Conduct proactive outreach to enrolled families to provide program updates, reminders, and additional information.
- Respond to inbound inquiries from families regarding their enrollment, program details, and other relevant questions.
3. Case Management:
- Manage and resolve cases by tracking and documenting all interactions, follow-ups, and resolutions in the system.
- Collaborate with internal teams to ensure timely and effective resolution of complex cases.
5. Information Accuracy:
- Ensure all information provided to families is accurate, up-to-date, and in line with company policies and program details.
- Stay informed about program updates, changes, and new offerings to provide the most current information to families.
6. Retention Efforts:
- Implement strategies to retain families' excitement and engagement with the programs, addressing any potential concerns that may lead to dissatisfaction or withdrawal.
- Gather feedback from families and provide insights to improve the overall customer experience.