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Customer Service Manager

Rustic Pathways is:

Rustic Pathways is a student travel organization which offers the world's finest experiential education, community service, foreign language, and adventure programs. Our destinations stretch from the white-sand beaches of Fiji to the rainforest canopies of Costa Rica, the high Himalayan mountains to the Great Barrier Reef, and many places in between. We provide superior quality travel and service in some of the most welcoming countries for students around the world. Rustic Pathways demands professionalism and integrity across all of our operations, insists on quality in all aspects of our programs, and places a strong emphasis on the safety and well-being of our students and staff. We empower students through innovative and responsible travel experiences to positively impact lives and communities around the world.

The Position

As the Customer Service Manager, you’ll be responsible for the pre-travel experience of all Rustic Pathways’ clients.  This position is responsible for supporting our front line customer service teams and administrative staff.  You'll develop processes, documentation, and training materials; provide professional development opportunities for staff members; and handle client escalations related to customer service and the administrative process.

The Rustic Pathways Client Success Team supports our clients both in the pre-enrollment program selection process and the post-enrollment administrative on-boarding process — including invoicing and collections, pre-trip questions, and all other administrative requirements prior to travel.

Rustic Pathways is seeking someone with extensive experience leading and managing a customer service / support team.  Qualified applicants should be intimately familiar creating improvements and scalable solutions through processes and knowledge sharing, while providing a supportive and growth-minded environment for staff members.

The Customer Service Manager will be a fierce advocate for the client experience and work to make the Rustic Pathways student enrollment and on-boarding process as simple and streamlined as possible for both our clients and our staff members.  You will also cultivate the loyalty of our clients and work to increase word of mouth referrals and overall client satisfaction through delivering timely, consistent, high quality customer service and through encouraging and facilitating our internal campaign of delivering “Rogue Happiness” to our clients.

Responsibilities

  • Be the internal advocate for the clients and client-focused team members.
  • Manage our team of customer focused and administrative staff members including our Personal Travel Advisors, Client Success Coordinators, and Group Travel and Gap Year Administrator.
  • Develop and document processes and systems to streamline client communication, both inbound and outbound.
  • Work with managers across the company to ensure consistent and high quality coverage on all inbound communication channels (phone, email, online chat).
  • Coordinate with Sales and Marketing Teams in client retention efforts.
  • Coordinate with various teams across the company (finance, marketing, program operations, sales, etc.) in the delivery of important pre-trip information and development of administrative processes.
  • Develop metrics for client satisfaction and success.  Ensure minimum levels of compliance across metrics such as average response time, missed call percentage, etc.
  • Proactively anticipate and plan for growth and develop systems that allow the team to scale more efficiently.
  • Manage team budget for “Rogue Happiness” and increase levels of participation in Rogue Happiness efforts.
  • Manage performance of teams and individuals.
  • Other duties as assigned.

Skills / Behaviors

  • Strong management and professional development skills. Proven ability to build a strong team culture.
  • Excellent written and oral communication skills. Strong in-person presentation skills and ability to teach and train staff members on new concepts and processes.
  • Ability to resolve difficult client complaints / situations in a timely and satisfactory manner.
  • Self-starter, able to quickly come in, learn the business, and establish trust with the current teams.
  • Creative thinker, with a passion for out of the box ideas and solutions.
  • Strong project management and organization skills. Strong attention to detail.
  • Ability to put ideas into action. Delegate projects, and support direct reports to complete projects effectively and efficiently.
  • Ability to balance multiple projects at the same time.
  • The ability to anticipate problems / bottlenecks before they happen and provide solutions.
  • Ability to both receive and deliver feedback in a transparent and honest manner.  Rustic Pathways is a performance-driven culture and values hard workers and open feedback.

Job Qualifications

  • Minimum of 3+ years of experience in customer service, client relationship management, inside sales, or other comparable industry.
  • Education: BA/BS from an accredited college or university.
  • Experience managing a team.
  • Experience with case management and CRM systems preferred.
  • Experience in the student travel industry preferred.

Location

  • The ability to work from our Cleveland-area office location is highly preferred, though strong remote applicants will be also be considered.
  • Some travel, approximately 5% - 10% may be required.

Equal Employment

Rustic Pathways is committed to providing equal employment opportunities to all persons and maintaining a work environment that is free of harassment and discriminatory conduct. All employment decisions at Rustic Pathways are made without regard to race, color, religion, sex, national origin, disability, age, genetic information, veteran status, or any other class protected by law. Rustic Pathways takes all allegations of discrimination, harassment, and retaliation very seriously and will promptly conduct an investigation when warranted.

At-Will Notice

Each employee of Rustic Pathways is employed “at will,” which means either the Company or the employee may terminate the employment relationship at any time, for any or no reason, with or without advanced notice. No individual or representative of the Rustic Pathways can change this at-will relationship absent a specific, written contract signed by the Company’s Chief Executive Officer or designee.

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