Responsible for the customer acquisition and retention for our programs. Ensures a positive customer experience through proactive outreach and follow up. Provides the features and benefits of the program to educators and families. Conducts outreach for the collection of required information by customer base and provide support during travel season through inbound and outbound communication and follow up.
Conduct proactive outreach to educators and prospects; informing them about the benefits of our programs to meet specified nomination and enrollment goals.
Practice effective inbound and outbound sales skills including feature/ benefit discussion, follow up expectations and closing the sale.
Conduct outbound efforts via phone and email to collect missing information that is required for students to travel. This includes travel information and missing forms.
Develop customer contact skills that meet or exceed expectations, in line with world class customer service/net promoter expectations. Further develop a strong level of accountability when working with customers to ensure superior customer service.
Ability to work independently and follow a disciplined follow up to ensure enrollment goal achievement.
Exercise strong accountability - work with Program Director to create and meet goals ensuring that customer information is obtained before the required dates for vendors and staff. Apply best practice and proactive efforts that provide needed information for travel.
Provide On-Call support when the programs are in session, including the following:
Inbound and outbound calls as needed;
Incident handling, follow up and completion, taking full ownership as assigned.
Provide support for program preparations including organizing and shipping supplies, merchandise inventory, site reports, etc.
Ability to show versatility and take initiative as it relates to workload, improvement ideas and work efficiencies. Exercise problem solving skills when working with families and educators.
Other duties as assigned.
Excellent Written Communication Skills
Excellent Verbal/Phone Communication Skills
Good customer service skills, ability to handle escalations
Ability to set and meet aggressive goals
Microsoft suite (Excel, Word, Outlook)
Ability to type 40 wpm
High school graduate or equivalent.
1-3 years of customer service and/or sales experience
Prior customer service experience
Bachelor’s Degree - completed or close to completion
Work is performed in a well-lighted office area with materials and equipment for essential job functions at hand. Incumbent is seated most of the time. Interruptions are common and frequent.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Each associate makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit our associates nor the company to the work identified