[Hiring] On Tour Support Coordinator @EF Education First / Hult

Role Description

EF World Journeys is looking for an On Tour Support Coordinator to join the dynamic Emergency Response and Preparedness team. This team might not wear capes, but they sure are heroes, making sure every customer receives stellar support on tour, no matter what gets thrown their way. The On Tour Support Coordinator will handle incoming on-tour incidents for customers who require a little extra expertise and support.

• Communicate with travelers by phone, email, or messaging and support them with on-tour issues that arise, including flight challenges, medical incidents, COVID isolation, tour quality concerns, and more.
• Work in close coordination with Traveler Support, Tour Directors, and Flights and Operational colleagues to provide a supportive and cohesive customer experience.
• Partner with colleagues on-call in other shifts to create a seamless handoff for the customer.
• Approach every case believing that nothing is impossible – this work requires creative problem-solving, grace under pressure, and a commitment to a beautiful customer experience.
• Maintain consistency in process and procedure to ensure a smooth customer transition between shifts.
• Work 5 shifts a week totaling 40 hours a week. Shift options for the full week (Monday through Sunday) are listed below in Eastern Time and include a 30-minute break:
• 7:00am – 3:30pm Eastern
• 3:00pm – 11:30pm Eastern
• 11:00pm – 7:30am Eastern

Qualifications

• 1+ year in a customer-facing role.
• Strong communicator who understands the importance of clear, concise, and factual written and verbal communication.
• Ability to adapt communication style to the audience.
• Maintain a clear head when working under pressure.
• Keen attention to detail and strive to get the job done right the first time.
• Always asking the right questions in anticipation of what could come next.
• Recognize great customer service and strive to provide it each day.
• Great problem-solving and conflict-resolution skills.
• Ability to prioritize multiple cases of urgency at a time.
• Desire to be part of a team that motivates and inspires you.
• Demonstrate professionalism and a positive attitude.

Benefits

• Compensation: $22/hour.
• This role is eligible for overtime for any hours over 40-hours per week with manager approval.