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Customer Service Representative (CSR)

Customer Service Representative 

at Rustic Pathways

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 Atlas 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 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:

Our Client Services Team is composed of Personal Travel Advisors and Global Programs Advisors. For them, it’s all about helping others. This team is very important to the success of Rustic Pathways and often serve as the first point of contact for our clients. We are looking for people to join our Client Services Team starting mid-May and throughout the summer to August 5, offering support for this team. You'll serve a very important role by answering incoming calls, responding to customer inquiries, and helping to manage our busy summer season. If you know and love Rustic Pathways, are passionate about what we do, have exceptional customer service skills, remarkable interpersonal skills, and a knack for problem-solving to best support our clients—we want to hear from you!

This is a temporary, part-time, non-exempt position. Start date will be mid-May and end by August 5, 2016 with approximately 30-40 hours of work expected each week. Most of the work time will be spent 50% on the weekends and 50% between 5pm-9pm EST during the week. Full schedule will be discussed with team manager.

Responsibilities:

Your work will help support our Client Services Team, who are focused on client satisfaction and retention. You will be responsible for the following:

  • Provide excellent customer service to our clients and partners with a high degree of product and service knowledge.
  • Engage daily with parents of participants enrolled in Rustic Pathways’ programs.
  • Listen to client inquiries and concerns and respond timely in line with our Values.
  • Support students and families and anticipate their needs before, and during their programs.
  • Provide advice to prospective clients and current clients on programs, country destinations, air travel, and accommodations in country.
  • Provide support during travel issues and handle complaints with a positive attitude and solution oriented response. Reassure nervous parents and students.
  • Meticulously record details of client interactions and actions taken in electronic account management system.
  • Other duties as assigned and required.

Job Qualifications:

Experience: Background in customer service. Must love connecting with others—whether it is over the phone or via email!
Requirements: Must have own laptop and phone.
Knowledge, Skill, and Abilities

  • Superior customer service skills.
  • Effective verbal, written, and interpersonal communication skills.
  • Active listening skills.
  • Patient, enthusiastic, analytical, and solution-oriented.
  • Multitasking and time management skills.
  • Electronic database experience a plus, especially in Salesforce.
  • Fluency in English required
  • Passion for international travel and appreciation for diversity in cultures and experiences.
  • Understands the value of experiential education and travel for high school students.
  • Eager to learn from colleagues and enjoys open collaboration and teamwork.

Location:

  • This is a remote based position.

Rustic Pathways is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If an applicant needs reasonable accommodation when applying for this position, please email careers@rusticpathways.com.

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