Job Abstract

WorldStrides is the global leader in educational travel and experiential learning. The company was founded over 50 years ago and has grown to provide a wide range of programs for more than 550,000 students annually from more than 5,000 K12 schools and universities 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.

Position: Account Manager

The Account Manager is a customer relationship manager. This position is responsible for rebooking each account on an annual basis, growing the value of each account through maximizing group size and profitability, improving customer retention rates, and providing superior customer service. An account Manager works with Program Leaders to coordinate the planning of group travel, develops and maintains a long-term professional and personal relationship with each Program Leader through consistent and meaningful contact, and works with other WorldStrides departments to provide a high level of customer service and an unsurpassed tour product experience.

RESPONSIBILITIES

• Function as a contributing member of the Account Management team through open exchanges, assisting other team members as needed, and by partnering with the Account Support Representative, Financial Services Representative, or Educational Travel Specialist.
• Create a strong relationship with each Program Leader.
• Maintain telephone contact with customers within set guidelines and document all contacts. When necessary telephone contact will occur outside of normal working hours.
• Lead and direct customers through a detailed and proven promotional approach.
• Produce itinerary and specific tour plans for each group within appropriate time frame.
• Provide excellent internal and external customer service by responding promptly to customer’s inquiries, displaying proper phone and email etiquette, and being courteous.
• Properly set customers’ expectations.
• Support the implementation of all incentive and promotional programs.
• Balance the customer’s expectations with the company’s fiscal goals.
• Work with Director of Account Managers on competitive situations and to establish a regular schedule of visits to customers, company public relations function, and PR tours.
• Mentor and provide leadership for Account Support Representative through training, effective delegation, and timely feedback.
• Train and work together with Account Support Representative and others on systems for communication and file documentation.
• On-site coordinating duties for a maximum of 6 nights are required. Additional days are optional at your discretion.

At WorldStrides, the experience is everything. By joining our team, you help provide moments that delight and open up the world of learning. Our team is truly passionate about making each experience a once in a lifetime opportunity for each traveler that is easy to manage from A to Z. Each journey is different, which is why we offer a broad range of experiential learning programs for groups and individuals of all ages throughout their lifelong learning journey.

If we’ve learned anything over this last year, it’s that being able to experience different places and things while interacting with new people is imperative to not only personal growth but also to general well-being. So, let’s get out there–together. To learn more about our brand, our mission and our commitment to health and safety, please visit our website at www.worldstrides.com.

Members of our team are able to take advantage of our generous paid-time off (PTO) policy, comprehensive insurance plans (medical, dental, vision and more), flexible spending accounts, paid parental and care giver leave, a casual work environment and a flexible work policy with several options to meet both your professional and personal needs. In addition, we offer travel perks on our products. We also take COVID protocols very seriously and are committed to the health and safety of our team members, participants, vendors and partners which is why we’ve put extensive measures in place around mandatory vaccinations, PPE and other safety guidelines that follows both the CDC and World Health Organizations guidance.

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.

• 2+ years of proven excellence in a customer relationship management and/or customer service environment a plus.
• College degree preferred.
• Ability to work in a fast-paced, deadline-oriented, data-driven environment.
• Positive, solution-oriented attitude.
• Excellent time management and organizational skills.
• Strong interpersonal skills – excellent verbal and written communication skills, with a clear and professional telephone demeanor.
• Keen attention to detail – must possess the ability to visually proof documents and work efficiently on a computer.
• Required to operate in a variety of public environments.
• Ability to balance customer service expectations with business considerations.
• Willingness to expand time commitment as necessary.
• Must be able to travel by car or plane to Washington and out of state to visit customers and perform hotel assignments.