Coordinator, Participant Experience

Road Scholar is the nonprofit world leader in educational travel for older adults. Our mission is to inspire adults to learn, discover, and travel. With thousands of programs across the globe--including in-person, online and on the water--we believe curiosity is the key to a well-lived life.

At Road Scholar, we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve.

In addition, we are dedicated to being an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations.

About the role...

The Participant Experience Coordinator supports Participant Experience Operations and is responsible for customer engagement with an emphasis on customer advocacy, satisfaction, and loyalty. The Coordinator is responsible for the prompt participant contact and successful resolution for a variety of touch points throughout the participant journey. Core duties include workload planning and prioritization to ensure turnaround time goals are met, as well as identifying and communicating participant experience concerns with a keen, focused participant lens.

Road Scholar offers a remote-first work environment. The compensation for this non-exempt/hourly position is $23.00 per hour. 

In this role, you will...

• Execute outbound campaigns by phone and email to participants whose programs have been cancelled by Road Scholar, by offering creative solutions in order to retain their enrollments on future programs.


• Explain necessary program changes to enrolled participants with empathy and finesse to alleviate their concerns and retain them in their original program enrollment.


• Conduct high-touch customer contacts to participants with unsatisfactory program experiences, with the goal of repairing or reinforcing their relationship with Road Scholar.


• Represent the participant’s perspective and advocate for compensation or policy exceptions when necessary. Take responsibility on behalf of the organization to treat participants fairly and respectfully.


• Manage escalated service issues by making swift and sound business decisions, offering creative and resourceful solutions on a case by case basis with a strong focus on customer satisfaction and retention.


• Resolve high-touch customer issues by collaborating with Program Providers and Regional Program teams and Air Services staff as needed. Ensure swift and effective resolution.


• Serve as the voice and personality of Road Scholar’s brand by resonating quality customer service with each and every interaction by offering positive solutions through proven, effective, and exemplary service technique.


• Effectively communicate participant feedback and share the knowledge gained from participant interactions with Participant Services, Programs staff and Marketing, with the goal of improving the participant’s experience, internal communication and business processes.


• Possess the ability to work remotely as needed to provide coverage as business needs dictate.


• Additional Duties as Assigned

We're seeking...

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  At least one year of full-time experience in customer service role, ideally over the phone.

  
  


• Bachelor's degree or equivalent preferred.


• Be highly productive; reliable, and quality-driven to ensure completion of projects.


• Ability to work autonomously within established procedures and practices.


• Strong verbal and written communication skill.


• Keen focus on customer service and customer experience.


• Ability to prioritize while handling multiple changing tasks and priorities.


• Solid technical skills to navigate through various internal systems.

Why join the Road Scholar Team...

We offer competitive compensation and excellent benefits:

• Medical, Dental and Vision Insurance


• 20 days PTO annually


• Paid shutdown between Christmas and New Years!


• Ability to work remote!


• Paid Holidays (14)


• Retirement Plan with a company match up to 5%


• Identity Protection


• Unlimited On-line Training through Linkedinlearning.com


• Learn more at https://www.roadscholar.org/careers/

In order to be considered, please submit a cover letter with your resume telling us why you are interested in the position.

Road Scholar supports diversity in our staff, participants and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applications for all positions without regard to race, color, religion, gender national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

At Road Scholar, we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email form the official Road Scholar domain or from our applicant tracking system URL recruiting.ultipro.com. We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence form an individual at Road Scholar you have not met, or from a non-Road Scholar email domain, it may be a phishing attempt.