Outreach Support Associate

Education and personal growth are the heart of WorldStrides' mission – and they have been since the beginning. Founded in 1967 by a middle school social studies teacher from Chicago who discovered the incredible power of education outside the classroom while traveling to Washington, D.C. with his students, the company has since grown to become a leader in experiential learning for students of all ages throughout their lifetime learning journey. In this role, the Outreach Support Associate (OSA) will join a team that works to engage students who are interested in ISA and TEAN programs, two divisions within WorldStrides Higher Education programming. The primary objective of the OSA is to support and coordinate sales funnel activity which includes but is not limited to data entry, first point of contact for some inbound communication, and responding to some requests for more information. The OSAs will follow standards of best practices laid out by bodies that support education abroad.

• ISA (International Studies Abroad) - For over thirty years, International Studies Abroad (ISA) has provided college students in the United States and Canada the opportunity to explore the world. ISA offers a wide variety of study abroad programs at accredited schools and universities in Europe, Latin America, and Africa. 
• TEAN (The Education Abroad Network) - With more than 25 years of welcoming students to Asia Pacific and a dedicated on-the-ground staff, we're experts at what we do and have strong partnerships with more than 30 leading universities throughout the region. TEAN completely manages students' experiences from beginning to end – while still fully encouraging students to explore and grow both independently and as a group. 

Responsibilities

• Review and submit new student inquiries to our lead management system from various online and in-person lead capture sources.
• Create and update student accounts on our systems.
• Process IOLAs (Incomplete Online Applications) from different Higher Ed divisions daily.
• Serve as the first point of contact for some inbound channels (Passing calls, live chats, managing the initial course form inquiries, etc.)
• Document all student contact in internal Customer Relationship Management software.
• Utilizing our phone systems (FPS and Ring Central) to pass calls to the most appropriate contact within the Higher Education team.
• Carry out administrative tasks assigned by the team lead or Director, Student Outreach
• Process and initiate contact with specific incoming email-only inquiries and/or international students.
• Assume additional responsibilities as requested.

Requirements Minimum Qualifications

• Excellent written and verbal English communication skills
• Customer service experience
• Excellent organization skills
• Strong problem-solving and decision-making skills
• Strong basic computer skills and data entry/keyboard skills.
• Working knowledge of Microsoft Office products (word, outlook, excel, etc.) and the ability to pick up new software quickly.
• Strong attention to detail and multitasking skills.

Desired Qualifications

• Some Higher Education Experience
• 2-3 years experience in Customer Service and/or Marketing
• Relevant experience living, traveling and/or studying in the U.S.
• An understanding of the U.S. college/university system