Senior Coordinator, Digital

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Serve as a representative of Road Scholar’s brand through thoughtful, precise, and effective email communication.

• Compose clear and compassionate written responses that reflect Road Scholar’s voice, tone, and brand standards.

• Deliver high-touch service to enhance program enrollments, address technical issues, and ensure participant satisfaction.

• Provide innovative and personalized solutions to complex participant needs, aiming for resolution in a single interaction and fostering long-term loyalty.

• Confirm information accuracy, utilize internal tools and resources, and apply knowledge of Road Scholar’s mission, offerings, and policies.

• Employ CRM systems and email management platforms to track interactions, document cases, and facilitate timely follow-ups.

• Mentor new team members.

• Meet monthly individual and team performance targets.

• Contribute ideas for enhancing processes, communication workflows, and participant experiences.

• Assess email quality and service standards through feedback, peer reviews, and self-evaluation.

• Identify, monitor, and report issues related to the website, social media, and technology.

• Participate in ongoing training on Road Scholar products, systems, and procedures.

• Manage a high volume of email correspondence daily.

• Respond to inbound calls during peak times and make outbound calls as necessary.

• Adapt to shifting priorities in a dynamic, mission-driven environment.

• Collaborate with Marketing, IT, and Program Development to address participant concerns and support service initiatives.

⛳️ Requirements

• Bachelor’s degree preferred or equivalent work experience.

• 2–4 years of experience in customer service, communications, or email support; experience in call centers, travel services, nonprofits, or education is a plus.

• 2–4 years of demonstrated ability to manage high-volume, high-quality email communications.

• Familiarity with CRM systems such as Salesforce and email/ticketing platforms.

• Proven track record of resolving customer issues through written communication.

• Ability to type 50–70 words per minute with accuracy.

• Capacity to juggle multiple responsibilities, meet deadlines, and handle time-sensitive demands and interruptions.

• Excellent organizational skills and adept problem-solving abilities.

• Ability to work independently as well as collaboratively.

• Positive attitude, adaptability, and resilience.

• Exceptional grammar, spelling, formatting skills, and attention to detail.

• Open to coaching and constructive feedback on performance.

• Strong time management and prioritization capabilities.

• Accurate data entry skills.

• Willingness to learn about changing travel programs, participant needs, and internal tools/procedures.

• Ability to exercise sound judgment within defined guidelines.

• Proficiency in Microsoft Office, Salesforce, Spekit, Zoom, and other cloud-based platforms.

• Capability to work from home with reliable high-speed internet and direct Ethernet connectivity; Wi-Fi is not supported for work systems.

• Cover letter required with resume for serious consideration.

🏝️ Benefits

• Medical, Dental, and Vision Insurance (with a substantial employee subsidy).

• 403(b) Retirement Plan with a company match of 5% after 1 year of employment.

• Up to 20 days of PTO annually.

• Paid week off at the end of December, in addition to PTO.

• Employee discounts on Road Scholar programs.

• Optional IATA membership.

• Access to LinkedIn Learning.

• Other professional development opportunities.

• Fully remote work environment.