On Tour Support Coordinator - Full Time, Seasonal
EF Go Ahead Tours
Office: Remote
Start Date: February 15, 2024 or May 1, 2024
Hourly Pay: $22/hour

The Opportunity:

EF Go Ahead Tours 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. Do you thrive under pressure? Do you see a challenging customer situation as an opportunity to save the day? Can you provide empathetic service while solving complicated problems? If so, this role might be for you.

The Role:

• 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

The Candidate:

• 1+ year in a customer-facing role
• You’re a strong communicator who understands the importance of clear, concise, and factual written and verbal communication and you can easily adapt your style to your audience.
• You keep an even keel and maintain a clear head when working under pressure.
• You strive to get the job done right the first time with a keen attention to detail.
• You don’t take things at face value and are always asking the right questions in anticipation of what could come next.
• You recognize great customer service, and you strive to provide it each day.
• You have great problem-solving and conflict-resolution skills, and you can prioritize multiple cases of urgency at a time.
• You want to be part of a team that motivates and inspires you.
• You always demonstrate professionalism and a positive attitude.

Our On Tour Support Coordinator role is designed to give you exposure to the customer experience directly through the perspective of our customer, while teaching you about our amazing product: travel! Our goal is to instill lasting skills that you can carry with you throughout your career. This program is a great way tobuild your career with a global leader in the industry. Individuals who exceed goals and find success throughout their seasonal role will be considered for a full-time role at EF.

Hourly Pay: $22/hour

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs-focused on language, travel, cultural exchange, and academics-turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about-we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com

At EF Education First, we believe that the world is better when people try to understand one another. Since 1965, EF has helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.