[Hiring] Customer Relations Specialist @EF Education First / Hult

Role Description

The Customer Relations team is a vital department within our cultural exchange program, providing our host families and au pairs with exceptional customer support and guidance during some of their most challenging times. This role is a natural relationship builder and great problem solver.

• Meeting service level agreements, including response times, incident documentation, and escalating cases appropriately.
• Manage a workload of up to twelve rematch cases end to end per week, ensuring each case is addressed promptly and effectively through match or refund.
• Address 20-30 program support cases weekly, providing timely assistance and solutions to program participants.
• Manage complex situations with confidence, ensuring consistency and adherence to program guidelines and best practices.
• Handle 10-20 au pair and host family proactive support cases weekly, demonstrating a proactive approach to addressing potential issues.
• Complete chat/phone shifts weekly to ensure a timely response to our customers and meet their needs.
• Maintain communication with customers you have previously supported, providing reassurance and guidance throughout their program year.
• Collaborate with the regional director department to align strategies and initiatives, ensuring seamless operations and customer satisfaction.

Qualifications

• Strong communicator: effectively communicate with customers and colleagues, including mediation and conflict resolution.
• Strategic: able to organize daily responsibilities efficiently and deliberately.
• Resilient: natural ability to have challenging conversations with empathy.
• Problem solver: able to actively listen and assess opinions to create the best solution.
• High sense of responsibility: motivated to have full ownership over assigned case load.
• Flexible: can pivot and adapt quickly to new processes.
• Collaborative: works effectively with internal departments to create a cohesive customer experience.

Requirements

• 2-3 years of experience in a customer service role.
• Proven ability to efficiently manage high volumes of calls, emails, and daily responsibilities.
• Demonstrated ability to effectively manage proactive support cases.
• Excellent written and verbal communication skills.
• Problem solving and conflict resolution skills.
• Strong attention to detail and follow through.
• A natural motivator and connector, bringing passion and enthusiasm to a team.

Benefits

• Commitment to professional growth: robust monthly calendar of trainings and workshops.
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays.
• Exciting business travel opportunities.
• 25% company match on your 401(k) contributions.
• Market-leading medical, dental and vision coverage, along with options for life and disability insurance.
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs).
• Access to fertility care and family-building support.
• Wellness benefits including a yearly fitness reimbursement.
• Frequent social and learning events, including access to our employee-run resource groups.
• Robust Employee Assistance Program.
• Tenure-based sabbatical eligibility.
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more).
• Discounts at local venues and businesses.
• Compensation for this role starts at $55,000 with an opportunity for higher salary based on experience.