Traveler Support - Assistant Manager

EF Educational Tours - Boston, MA3.9

Full-timeEstimated: $58,000 - $79,000 a year
EF Educational Tours
Cambridge, MA

The Role

As an Assistant Manager for ET’s Traveler Support Team, you will be a critical member of the team focused on creating a beautiful customer experience for our travelers. In this role, you will be responsible for driving all details, organization, and seamless execution of numerous department initiatives- focused on customer experience, staff development, and multiple business drivers. This central role within the team will offer you the opportunity to build on your previous customer-facing success and develop skills which will be directly transferable to staff management. You must be self-motivated, detail oriented, driven by metrics, eager to identify opportunities to improve the holistic customer experience, and committed to the continuous development of staff. Without missing a beat, you will be involved with many projects at a time, collaborating with numerous departments involved in preparing our travelers for their tour experience, and driving various sales initiatives which contribute to the overall success of the business.

Who you are

You are passionate about providing a beautiful Customer Experience
You are committed to developing & motivating a large team
You are intrigued by analytical skills and have familiarity with data management
You, of course, embody a positive “nothing is impossible” attitude
You’re passionate about understanding many pieces of a business through the customer lens
You like to wear multiple hats and will do things at 100% no matter which hat you’re wearing
You’re self-motivated and can work at a fast pace in a consistently changing environment
You take initiative (when you have capacity, you say “hey, what else can I get involved with?” or “I have an idea, can I run with it?”)
Key Responsibilities

Owning various sales initiatives and working directly with staff to exceed seasonal and annual goals.
Coaching staff on call quality, sales strategies, individual goal management and professional development.
Interviewing, onboarding and training new staff members.
Managing various ongoing projects within the department and reporting results to key stakeholders.
Identifying opportunities and driving initiatives to improve department efficiencies or overall customer experience.
Developing and delivering ongoing trainings with the goal of constantly improving service level and procedural knowledge.
Liaising with other departments within ET (sales, marketing, finance, operations etc...) to represent the needs of our travelers.
Connecting with customers to resolve escalated issues and working with staff to troubleshoot complicated pre and on tour situations.

2.5+ years’ experience working with EF customers, directly or indirectly
Proven success navigating escalated and sensitive customer issues
Successful sales record
Experience with project management
Experience in staff motivation
Bachelor’s degree
Strong attention to detail & organizational skills
Excellent verbal and written communication strategies
Microsoft Word, Excel and Powerpoint experience
Desire to provide a beautiful customer experience and drive departmental sales initiatives
If you are a great fit for this challenging role, please speak to your manager.