Retention Specialist

Job Description

About the Role

Title: Retention Specialist – EF Go Ahead Tours

Location: Denver United States

Job Description:

Retention Specialist

EF Go Ahead Tours

Boston, MA or Denver, CO

*Considering applicants on rolling basis, will discuss start date during the interview process

For over 30 years, EF Go Ahead Tours has guided adult travelers across the globe via carefully crafted group travel itineraries. Our travelers range from young professionals to retirees, solo travelers to entire families, travel enthusiasts to those stepping off their first flight. We believe the best way to learn about the world is to experience it and every day we come to work hoping to help as many people as possible do just that.

The Opportunity

We are looking for result driven, highly skilled communicators, with advanced organizational skills to help drive retention amongst our future booked travelers. As a Retention Specialist you’ll be helping to drive down the cancellation rate for Go Ahead by proactively owning customer outreach to strategic groups. In this proactive support role, you’ll work to design and implement customer retention strategies to increase loyalty and retain business. In this role you’ll be working directly with customers to create a personalized experience when travelers need it most. Reporting to the Manager of Retention, your responsibilities will include balancing inbound calls, prioritization of strategic call lists, and maintaining follow up communication with travelers in your pipeline with the goal of traveler retention. This role requires excellent influencing skills, customer service, attention to detail, and the ability to work efficiently under pressure. Your nothing is impossible attitude in approaching a challenging situation will make you an ideal member of the Retention team.

Responsibilities

Empower and guide customers calling in to cancel or rebook to stay enrolled on tour

Communicate with travelers at risk of cancellation due to missed payments to pay and continue traveling

Outreach to impacted gocax customers to successfully rebook them on tour and provide a beautiful customer experience

Additional outreach as necessary to proactively retain travelers (i.e. online LO1 bookings on low enrollment tours, waitlist optimization, etc)

Collaborate with CAC, indies sales, and TST teams to drive traveler retention strategies

Requirements

Are an exceptionally good communicator: clear, persuasive, patient, and trustworthy

Have excellent time management, attention to detail and organization skills

Grit and resilience, comfortable persevering through challenges while maintaining an empathetic approach to customers

Creative and positive approach to problem-solving and conflict resolution

Self-starter with strong prioritization skills

Great at building relationships, a collaborative team player

Adaptable to business needs

Are motivated by a fast paced and busy environment involving high phone call and email volume

1+ year in customer-facing role at EF with demonstrated success in the role

Why You’ll Love Working Here: Perks, Benefits and Earning Potential

Work in our downtown Denver office or our North American Headquarters in Cambridge, MA where you’ll enjoy comprehensive professional development, frequent social programming, office-wide sports leagues and our employee-run “EFinity” groups: Black@EF, LGBTQ+@EF, Latinx+@EF, API@EF, Accessiblility@EF, Jewish@EF, Faith@EF, Indigenous@EF, MENA@EF, Parents@EF, and more.

In addition, you can expect:

Paid International Business Travel opportunities

Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days working from home per week

Commitment to professional growth: robust monthly calendar of trainings, workshops and TED Talk style sessions

Four weeks paid vacation your first year, ten paid holidays, and two floating holidays

25% company match on your 401(k)

Market-leading medical, dental and vision coverage, along with life and disability insurance

Wellness benefits including onsite and virtual classes run by EF instructors and a yearly fitness reimbursement

EF Product Discounts (discounts on travel, international language schools, childcare with our Au Pair product and more)

Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)

Discounts at local venues and businesses

Compensation: $47,000-54,000 base + $7,000-10,000 in bonus potential based on performance, commensurate with experience

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com