Title: Customer Experience Associate (Channel Support)
Reports to: CX Team Lead
Objective: The Customer Experience Associate role is responsible for the accurate and efficient execution of traveler and group-based transactions. Supporting their Customer Service, Financial Services, and Payment Specialist peers, the Customer Experience Associate 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 Experience Associate 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.
Essential Responsibilities:
Performance & Productivity
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.Job Requirements
Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities.Demonstrated working knowledge of all organization's products, services, procedures, platforms, and guidelines with the ability to effectively communicate to teammates, stakeholders, and customers.Positive attitude, detail, and customer-oriented with good multitasking and organizational ability.Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players, and coordinate actions.Ability to multitask, switching between written and oral communication as needed.Strong attention to detail, with a strong focus on the Customer Experience and how it can be improved.Able to identify trends with customers and can effectively communicate to Leadership.Escalation Management
Provide effective resolution assistance to the Customer Support team with escalated calls, inquiries, and identified "problematic" accounts.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.Position Type And Expected Hours Of Work:
This is a full-time position. Days and hours of work are scheduled Monday through Friday, between 9:00 am through 9:00 pm EST. Occasional overtime, evening, and weekend work may be required as job duties and business needs demand.
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