Road Scholar is the nonprofit world leader in educational travel for older adults. Our mission is to inspire adults to learn, discover, and travel. With thousands of programs across the globe—including in-person, online, and on the water—we believe curiosity is the key to a well-lived life.
At Road Scholar, we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences, we create a stronger, more innovative organization that reflects the communities we serve.
In addition, we are dedicated to being an environmentally sustainable organization. From the way we design our programs to how we operate as a team, we are striving to reduce our environmental impact and create a positive legacy for future generations.
About the role...
The Participant Preparation Specialist serves as a key contributor within the Participant Experience (PX) group, contributing to complex projects that support participant needs and organizational goals, throughout the enrollment journey. Through the course of work, the Specialist will assist in creating, deploying, and monitoring communications in our Customer Communication Management (CCM) platform, as well as identifying negative trends and escalating policies, practices and touchpoints that impact participants’ experiences.
Road Scholar offers a remote work environment. The compensation range for this exempt level salaried position is between $55,000 - $59,000 based on experience.
In order to be considered, please submit a cover letter with your resume telling us why you are interested in the position.
Key Responsibilities Include:
- Develop and maintain a high level of competency in Customer Communication tools, including Inspire Designer, Inspire Automation, and Quadient Cloud
- Contribute to QA and UAT plans, including identifying and resolving bugs, as well as flagging experiential concerns
- Contribute to business requirements sessions for automated participant communications, ensuring the participant experience is at the forefront of decision-making
- Contribute to creative sessions, offering thoughtful solutions that result in an improved participant experience at each journey touchpoint
- Contribute to high-quality resource pages that will be used for training staff across the organization on our participant’s communication journey and PX initiatives
- Contribute to data analysis to identify trends, gaps, and opportunities for improvement throughout the enrollment journey
- Provide administrative support for ongoing participant experience projects
- Monitor feedback across participant touchpoints to contribute thoughtful solutions to improve their experience
- Safeguard all confidential business and customer information and adhere to all security policies
We're seeking...
- Must have proven technical abilities
- Experience with Quadient/Inspire Designer and Automation is a plus
- Experience with scripting and HTML code is a plus
- Ability to apply troubleshooting, problem-solving and analytical skills
- Be self-directed, continuously looking for ways to improve participant experience, eager to learn, with the ability to absorb information quickly.
- Strong communication, interpersonal and collaboration skills.
- Detail oriented, with a high sense of urgency, accuracy, and quality
- 3 years related experience in a customer focused role, call/contact center preferred
- Extremely organized; demonstrated speed, quality and accuracy with high-volume data
- Outstanding writing ability and professional verbal, phone and email communication skills
- Excellent office skills with the ability to retain, organize and access large amounts of information
Why join the Road Scholar Team...
We offer a competitive compensation and benefits package!
- 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, accrued every payroll cycle
- Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
- A generous employee discount on our programs
- As a Road Scholar employee, you can opt-in to receive an IATA membership
- We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
- That’s right, we’re fully remote!
- To learn more about our benefits offerings, check us out at https://www.roadscholar.org/careers/
Equal Opportunity Employer
Road Scholar supports diversity in our staff, participants, and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.
Cybersecurity
At Road Scholar, we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL recruiting.ultipro.com. We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met, or from a non-Road Scholar email domain, it may be a phishing attempt.
