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Account Support Representative

1 month ago

Charlottesville, United States WorldStrides Full time

About the Role

Work in partnership with Account Managers in tour planning and maximizing registrations.

This includes building relationships with Program Leaders, working with other WorldStrides departments to provide the best customer service and tour product possible, and assisting the Account Managers in aspects of account correspondence.

To function as a contributing member of the customer service team through open exchanges, assisting other team members as needed, and a solid partnership with the Account Managers.

Ultimately, to have the skills and knowledge to function as Account Managers in their absence and provide excellent customer service exhibit professionalism (confidentiality, positive attitude, consistent promptness, and active support) with company goals. To serve in additional functions on an as-needed basis, possibly in other departments, during periods of non-travel to further the WorldStrides mission statement.

Work in partnership with the Account Manager in organizing and program planning

Individual organization:

Remain organized and properly plan activities using an Excel Group Sheet to track the timing and completion of all activities that must be done for each group.

Update, track and advise Account Managers of upcoming tasks using an Excel Group Sheet.

Provide weekly regular for Account Managers every Monday (electronic version).

Maintain accurate and up-to-date documentation.

Job Responsibilities:

Manage room list process understand company policies and communicate them to the Program Leaders. Assist the customer in completing room list. Complete data entry of room list in the system.

Manage pre-tour details educate the customer on timetable and policies.

Program Information Letter, mailing create customized documents with school travel information.

Program Leader Final packet, send pre-trip materials sent to school prior to departure of program.

Discovery Journals, sending educational materials to school prior to departure coordinate shipping with Fulfillment Center.

Other supporting tasks:

Participate in key promotional activities as instructed by the management team.

Assist Account Manager in gathering chaperones information when missing.

Process requests for additional registration letters.

Create flyers to be distributed by the Program Leader.

Track shipping of packages upon Account Manager or Program Leader request.

Create mailing list and coordinate with Fulfillment Center.

Assist in requesting distribution of incentives earned by program leader.

The ASR is an extension of the Account Managers

and is the next point of contact for the Program Leader after the Account Managers.

Interaction with the customer:

Speak with Program Leaders as needed (for example when the Account Manager is on the phone, in a meeting or out of the office develop a working relationship with Program Leaders).

Answer phone calls without the Program Leader having a lengthy wait or additional pages for the Account Manager.

Proactively answer questions instead of taking messages (answer most of the questions the Program Leader asks).

Make notes of all conversations, enter notes in "AM notes" and send notes via email to Account Managers. Always check "AM Notes" for previous conversations.

Periodically visit customers on tour, and/or attendance at company public relations events.

Respond in a timely and effective manner to emails.

Follow company's policies regarding email etiquette and standards.

Communicate clearly with the customers (thoroughness, accuracy, proper grammar and spelling).

The Team approach

Be a strong team member in your Mini Teams

Think "We" instead of "I".

Build your relationship with your Account Managers.

Document well activities and conversations in AM notes.

Constantly communicate throughout the workday.

Participate in regular mini - team meetings.

Show initiative in your supporting role with the Account Managers.

Keep Account Managers informed of progress and possible problems with a spirit of cooperation, support, and accountability.

Give as many details as possible with clear and concise directions.

At WorldStrides, the experience is everything. By joining our team you help provide moments that delight our participants and open up the world of learning. Our team is truly passionate about making each experience a once in a lifetime opportunity for that is easy to manage from A to Z. Each journey is different, which is why we offer a broad range of experiential learning programs for groups and individuals of all ages throughout their lifelong learning journey.

If we've learned anything over this last year, it's that being able to experience different places and things while interacting with new people is imperative not only for personal growth but also to general well-being. So, let's get out there... together To learn more about our brand, our mission and our commitment to health and safety, please visit our website at www.worldstrides.com.

As an Equal Opportunity Employer, WorldStridesis 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.

Charlottesville, VA - Headquarters Please put in standard job posting template format. Thanks

2 years business experience - travel or hospitality industry preferred

Customer service experience

Goal focused, self sufficient individual that takes initiative

Responsive team player

Exceptional work ethic

Eligible #J-18808-Ljbffr