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Account Manager- K12 Educational Travel

Company: WorldStrides
Location: Charlottesville
Posted on: September 14, 2019

Job Description:

Account Manager- K12 Educational Travel


Charlottesville, VA (Headquarters)

Job Code


# of openings


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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.


  • Positive, solution-oriented attitude.

  • Excellent time management and organizational skills.

  • Ability to work in a fast-paced, deadline-oriented, data-driven environment.

  • 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.

  • Multiple years of proven excellence in a customer relationship management and/or customer service environment a plus.

  • College degree preferred.

  • Willingness to expand time commitment as necessary.

  • Solid computer skills.

    • Required to drive an automobile.

    • Must be able to travel to Washington and out of state to visit customers and perform hotel assignments.


      Management of accounts:

      • Create a strong relationship with each Program Leader.

      • Maintain telephone contact with customers within set guidelines, and document all contacts.

      • 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 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.

      • Maintain clear and comprehensive file records.

        Team work:

      • To 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.

      • Provide excellent internal customer service.

      • Work with Director of Account Managers to establish a regular schedule of visits to customers.

      • 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.

        Additional Responsibilities:

      • Work diligently with Director of Account Managers on competitive situations.

      • Attend and contribute to regular team meetings.

      • Periodic visits to customers in their hometown and/or attendance at company public relations functions.

      • Periodic visits for PR while group is on tour.

      • Report group information to Director of Account Managers as requested.

      • Assist fellow team members as needed.

      • Additional responsibilities may be assigned.

        Standard Department Member Responsibilities:

        • Serve as a mentor and coach for Account Support Representative's professional growth, and as a resource for personal concerns.

        • Facilitate and/or perform training of staff members as requested.

        • Maintain accurate and up-to-date documentation.

        • Foster communication within the department, with other departments and with management.

        • Maintain knowledge of company policies and procedures so as to serve as an effective staff member.

        • Support company policies and management decisions with a sense of urgency and professionalism.

        • Seek out and participate in internal and external programs that facilitate personal and professional growth.

        • Track days off; write and deliver self-performance appraisals to Director of Account Managers on an annual basis.

        • Identify and discuss personal and professional growth goals with Director of Account Managers.

        • On-site coordinating duties for a maximum of 6 nights are required.Additional days are optional at your discretion.

Keywords: WorldStrides, Charlottesville , Account Manager- K12 Educational Travel, Executive , Charlottesville, Virginia

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