Retention Specialist
EF Go Ahead Tours
Boston, MA or Denver, CO
Deadline to Apply: Friday, January 19, 2024
Start Date: February 1, 2024

For over 30 years, EF Go Ahead Tours has guided adult travelers across the globe via carefully crafted group travel itineraries. Our travelers range from young professionals to retirees, solo travelers to entire families, travel enthusiasts to those stepping off their first flight. We believe the best way to learn about the world is to experience it and every day we come to work hoping to help as many people as possible do just that.

The Opportunity

We are looking for a result driven, highly skilled communicator, with advanced organizational skills to help drive retention amongst our future booked travelers. As a Retention Specialist you’ll be helping to drive down the cancellation rate for Go Ahead by proactively owning customer outreach to strategic groups. In this proactive support role, you’ll implement customer retention strategies to increase loyalty and retain business. In this role you’ll be working directly with customers to create a personalized experience when travelers need it most. Reporting to the Individual Associate Sales Director, you’ll be working closely with Chloe Lehnerz, CAC and our Inventory Management team to prioritize customer outreach based on impact. Your responsibilities will include prioritization of strategic call lists, maintaining follow up communication with travelers in your pipeline with the goal of traveler retention.

Responsibilities

• Communicate with travelers at risk of cancellation due to missed payments to pay and stay enrolled on tour
• Outreach to impacted gocax customers to successfully rebook them on tour and fully own gocax communication strategy (including communication timeline and methods)
• Additional outreach as necessary to proactively retain travelers (i.e. online LO1 bookings on low enrollment tours, 72-hour cancellations, waitlist optimization, etc)
• Collaborate with CAC and TST teams to drive traveler retention strategies

Requirements

• Are an exceptionally good communicator: clear, persuasive, patient, and trustworthy
• Have excellent time management, attention to detail and organization skills
• Grit and resilience, comfortable persevering through challenges while maintaining an empathetic approach to customers
• Creative and positive approach to problem-solving and conflict resolution
• Self-starter with strong prioritization skills
• Great at building relationships, a collaborative team player
• Adaptable to business needs
• Are motivated by a fast paced and busy environment involving high phone call and email volume
• 1+ year in customer-facing role at EF with demonstrated success in the role
• Nice to have:
  • Comfortable with Microsoft Excel and pulling trends from data
  • Ability to create a plan and strategy to maximize results

WhyYou’ll Love Working Here: Perks, Benefits and Earning Potential

Work in our downtown Denver office or our North American Headquarters in Cambridge where you’ll enjoy comprehensive professional development, frequent social programming, office-wide sports leagues and employee-run social groups (including our “EF-finity” groups) and more!

In addition, you can expect:

• Paid International Business Travel opportunities
• Eligibility for our Workplace Flexibility Program: our hybrid work model with up to two days working from home per week
• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• 25% company match on your 401(k)
• Excellent medical, dental, and vision coverage, along with life and disability insurance
• Paid international business travel
• Wellness benefits and a yearly fitness reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Dependent care, healthcare, and commuter flexible spending accounts (FSAs)
• Discounts at local venues and businesses
• Compensation: $48,000 - $54,000 commensurate with experience

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.