About The Role:

　　Manage each enrolled family's preparation process before their program. Provide them with timely, friendly solutions. The Rustic Pathways’ Client Service team is dedicated to providing world class experiences through problem ownership, anticipating needs, clear communication and accountability.  

　　This job is responsible for making sure the client onboarding and travel preparation process is smooth, clear and fun.

　　The Position:

　　The Program Readiness Manager is responsible for maintaining positive relationships with Rustic Pathways’ clients. As the client’s primary point of contact, you will provide a high-touch, customer-centric experience by utilizing your operational knowledge and empathizing with your client’s needs. You will take ownership of fulfilling your client’s needs, finding creative solutions to new problems, ensuring safe travel, and achieving positive outcomes that satisfy both the student and parent. You will lead your client through the entire enrollment, onboarding, forms collection, flight scheduling, pre-travel preparation, and payment processes while actively listening, empathizing, and addressing any need or concern. At Rustic Pathways, you are the voice of the customer and the advocate for the customer experience, driving policy and process improvements for customer touch points throughout the broader organization.

　　Location: 

　　This is a remote position. This person must work from Boston Metro, Cleveland Metro, New York Metro, Chicago Metro, Denver Metro, San Francisco Metro, Los Angeles Metro, Costa Rica, Italy, France, Spain, UK, Thailand, South Korea, Japan.

　　What You Do:

　　Support students’ and families’ via phone and email and anticipate needs before, during, and after their trips.

　　Build constructive, helpful, respectful, and friendly relationships with students and families globally.

　　Onboard students for travel.

　　Collect and process forms and passports; and educate the client on required eVisas

　　Deal with occurring travel issues and complaints with a positive attitude and solution-oriented responses. Calm nervous parents and students.

　　Meticulously update the client relationship management system with client interactions and updates.

　　Assist sales teams with calling campaigns and financial team with collections outreach.

　　Participate in on-call schedule or augmented travel season schedule changes.  

　　What We Look For:

　　3+ years of customer service, client relations, or telemarketing experience.

　　3+ years of experience managing and prioritizing tasks in a professional environment.

　　Experience working in a remote desk job based role.

　　Comfort in a team environment, including customer service phone queues and shared email inbox.

　　Excellent written and oral communication and interpersonal skills.

　　Experience working in a high pressure, high demand, and fast-paced growth environment.

　　Multitasking and working with a large client base.

　　High comfort level with business to client service.

　　A teamwork mindset with a willingness to help other members.

　　Proven relationship building skills.

　　Problem solving and solutions negotiation.

　　An open, people-focused mindset.

　　Adaptability to change and tolerance for ambiguity.

　　A desire to continually learn new things.

　　Proficient in Microsoft Office suite, Google Apps, and Salesforce.

　　Benefits:

　　Competitive compensation in a fast-growing company.

　　401k & match up to 2%.

　　Peace of mind with life insurance assurance, as well as comprehensive health, dental, and vision insurance for you and your dependents.

　　A generous vacation policy and lots of holidays so you can take time off when you need it.

　　Compensation:

　　The pay range for this position is $18.27 - $20.43 per hour depending on experience.

　　Work and Environmental Conditions: 

　　This position is remote, but employees are expected to have a stable, quiet and consistent working space with stable and dependable internet. (i.e. home office, office, etc. Coffee shops or public spaces are not acceptable).

　　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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