Sr. Coordinator, Digital
About the role Do you have a passion for educational travel, a solid grasp of world geography, and a gift for crafting clear, thoughtful writing? If so, we want to hear from you! 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. We’re looking for a motivated, empathetic, and experienced email specialist to join our Digital (Email) Communications Team; a specialized group within the Participant Services Team at the Road Scholar Contact Center. Our mission is to provide exceptional support to our participants through timely, personalized email communication. In this role, you'll connect with participants (our term for customers) at every stage of their journey, from answering program questions to helping them select the right destination. You’ll ensure they feel informed, supported, and truly cared for. As an email specialist, you'll use your strong writing skills to create meaningful interactions that reflect our values as a nonprofit organization committed to lifelong learning through travel. You’ll thrive in this role if you're a positive, service-minded communicator who enjoys solving problems and making a genuine difference in people’s lives, one email at a time. The ideal candidate will possess exemplary written communication skills, ability to multitask in a fast-paced environment, superior customer service skills, creativity, flexibility, and passion for learning about Road Scholar destinations and programs. Road Scholar offers a remote work environment. The compensation rate for this hourly/non-exempt position is $22.50. For serious consideration, please submit a cover letter with your resume telling us why you're interested in the position In this role, you will... - Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication, ensuring each participant feels informed, supported, and valued. - Craft clear, empathetic written responses that align with Road Scholar’s voice, tone, and brand standards. - Provide high-touch service to promote program enrollments, resolve technical issues, and ensure overall participant satisfaction. - Proactively offer creative, personalized solutions to complex participant needs, aiming for one-interaction resolution and long-term loyalty. - Demonstrate empathy, patience, and professionalism in every interaction, fostering trust and building lasting relationships with our participants. - Maintain ownership of each participant interaction by verifying information, utilizing internal tools and resources, and applying a strong knowledge of Road Scholar’s mission, offerings, and policies. - Utilize CRM systems and email management platforms to track participant interactions, document cases, and ensure timely follow-up. - Mentor new team members, contributing to their development while continuing to grow your own skills. - Achieve monthly individual and team performance goals in alignment with company standards and strategic objectives. - Contribute to a culture of innovation by sharing ideas to improve processes, communication workflows, and the overall participant experience. - Monitor and uphold email quality and service standards through regular feedback, peer reviews, and self-assessment. - Identify, monitor, and report on website, social media, and technology-related issues, providing participant insights to help improve the digital experience. - Attend and actively participate in ongoing training to stay up to date on Road Scholar products, systems, and procedures. - Handle a high volume of email correspondence daily, prioritizing quality, accuracy, and efficiency. - Take inbound calls during “all hands-on deck” moments and make outbound calls when necessary to deliver exceptional support. - Adapt to changing priorities and workloads in a fast-paced, mission-driven environment with a positive, solution-focused attitude. - Collaborate with cross-functional teams (e.g., Marketing, IT, Program Development) to resolve participant concerns and support broader service initiatives. We're seeking... - Bachelor’s degree preferred and/or comparable work experience. - 2-4 years’ experience in customer service, communications, or email support role; call center, travel services, nonprofit, or education-related environment is a plus. - 2-4 years’ proven ability to handle high-volume, high-quality email communications, experience with CRM systems (e.g., Salesforce) and email/ticketing platforms. - Proven experience resolving customer issues through written communication, with attention to tone, empathy, and brand voice. - Ability to type 50–70 words per minute with a high level of accuracy. - Successfully manages multiple responsibilities while meeting deadlines, working and adapting effectively to time-sensitive demands and unexpected interruptions. - Excellent organizational and problem-solving skills, with the ability to retain, organize and access