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Customer Experience Advisor

Hybrid in Mérida·Added 4 days ago (last checked 3 Nov)

WorldStrides

7 open roles

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Our summary

Work mode: Hybrid, Mérida
Education: University degree

Visa options

The ad rules out sponsorship
Per the ad: “WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided.”

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Skills

Requirements

Education & certifications

• Education:

Bachelor's degree in a related field (Required).

• Experience:

Proven experience in customer service or a related role, preferably within the education or experiential learning sector.
Experience with case management and handling high volumes of call communication.

• Skills:

Excellent communication skills, both written and verbal.
Strong problem-solving abilities and a customer-centric mindset.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in using customer service software and email management tools.

• Personal Attributes:

Empathetic and patient, with a genuine desire to help families succeed.
Detail-oriented and organized, with a commitment to providing accurate information.
A proactive and positive attitude, with the ability to work as part of a team.
Receptive while receiving critical and constructive feedback.

Pay & benefits

What you'll get

Fun & driven environment.
Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance.
+10% of gross salary as food stamps.
1 paid volunteer day & 25 PTO* days to start - accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
Statutory Holidays by Mexican Federal Labor Law.
Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
Flexible work schedule providing on-site and hybrid opportunities.
Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
Fitness opportunities.
Employee Assistance Program (EAP)
Paid statutory parental leave.

WorldStrides, a global organization, is committed to educate and serve communities worldwide. Our commitment is fueled by the passion of our team members and partners to make experiential learning accessible, while also being socially, environmentally, and ethically responsible. Together, we accomplish this by investing in initiatives to promote inclusion, diversity, and sustainability.

As an Equal Opportunity Employer, WorldStrides is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, J-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire. Select seasonal roles may consider students on J-1 or F-1 visas.

About WorldStrides

WorldStrides is an educational travel company offering immersive tours, study abroad, internship, and career-exploration programs for K-12 students, university students, and corporate groups. It describes itself as the largest educational travel company in its home market, serving over 400,000 students a year, with more than 10 million students having traveled with it since 1964 and over 100 partnerships with international universities to deliver study abroad programs. The company was founded in 1964 by Phil Wendel, a social studies teacher, and operates as Lakeland Tours, LLC dba WorldStrides.

The company describes itself as having built a global team, with current openings spanning the United States, Mexico, the Netherlands, Greece, and Madrid. Note that several customer-facing roles in its current openings (such as Customer Service Representative, Outbound Sales Representative, and Health & Safety Coordinator) are based in Mérida, Yucatán, Mexico rather than Spain. Its stated culture emphasizes inclusion ('Everyone is Welcome'), integrity, respect, transparency, and comprehensive training for team members.

Industry: Educational travel
Founded: 1964

Good to know if you are moving

The company describes itself as having built 'a global team passionate about inspiring students through travel and learning,' with current openings in the United States, Mexico, the Netherlands, Greece, and Madrid.
Its stated culture emphasizes inclusion: 'Everyone is Welcome' and acting 'as one team with integrity, respect, transparency, and inclusion.'
The company highlights 'Comprehensive Training,' stating its team members are lifelong learners and it is dedicated to supporting their journeys.
Several customer-facing roles in its current openings list — including Customer Service Representative, Outbound Sales Representative, and Health & Safety Coordinator — are based in Mérida, Yucatán, Mexico, not Spain.

In their own words

About the company & team

WorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world - and themselves - in new ways.

Job Description

The Customer Experience Advisor at Envision supports students and their family's post-enrollment, focusing primarily on written communication through email and chat, with some phone support as needed. This role ensures families receive timely, accurate, and professional information, helping maintain engagement and confidence in our programs.

Responsibilities:

1. Customer Service:

Provide exceptional customer service through phone, email, and other communication channels.
Address and resolve customer inquiries, concerns, and issues promptly and professionally.
Maintain a positive and empathetic attitude towards families to ensure their satisfaction and loyalty.

2. Inbound and Outbound Outreach:

Conduct proactive outreach to enrolled families to provide program updates, reminders, and additional information.
Respond to inbound inquiries from families regarding their enrollment, program details, and other relevant questions.

3. Case Management:

Manage and resolve cases by tracking and documenting all interactions, follow-ups, and resolutions in the system.
Collaborate with internal teams to ensure timely and effective resolution of complex cases.

4. Email Management:

Monitor and manage the customer service email inbox, ensuring all emails are responded to in a timely and accurate manner.
Craft clear, professional, and personalized email responses to address customer needs and concerns.

5. Information Accuracy:

Ensure all information provided to families is accurate, up-to-date, and in line with company policies and program details.
Stay informed about program updates, changes, and new offerings to provide the most current information to families.

6. Retention Efforts:

Implement strategies to retain families' excitement and engagement with the programs, addressing any potential concerns that may lead to dissatisfaction or withdrawal.
Gather feedback from families and provide insights to improve the overall customer experience.

7. Team Collaboration:

Work closely with other departments, such as enrollment, marketing, and program management, to align on communication strategies and share customer insights.
Participate in regular team meetings to discuss challenges, share best practices, and contribute to continuous improvement efforts.

All open roles at WorldStrides