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Account Support Representative - K12 Discoveries

Company: WorldStrides
Location: Charlottesville
Posted on: February 11, 2020

Job Description:

Account Support Representative - K12 Discoveries


Charlottesville, VA (Headquarters)

Job Code


# of openings


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Work in partnership with Account Managers in tour planning and maximizing registrations. This includes building relationships with Program Leaders, working with other WorldStrides departments to provide the best customer service and tour product possible, and assisting the Account Managers in all aspects of account correspondence. To function as a contributing member of the customer service team through open exchanges, assisting other team members as needed, and a solid partnership with the Account Managers. Ultimately, to have the skills and knowledge to function as Account Managers in their absence and provide excellent customer service. To serve in additional functions on an as-needed basis, possibly in other departments, during periods of non-travel to further the WorldStrides mission statement.

Scope of Duties:

  • Work in partnership with the Account Manager in organizing and program planning

  • Individual Organization

  • Manage room list process

  • Manage program forms mailing

  • ------Manage Program Information Letter mailing

  • Pre-set Program Leader Final packet (not applicable for groups using 24-hour Course Leaders, and science programs)

  • Distribute Discovery Journals (not applicable for groups using 24-hour Course Leaders, and science programs)

  • Pre-set Course Leader Final packet (applicable only for groups using 24-hour Course Leaders, and science programs)

  • Pre-set Final Settlement packet

  • File set-up and maintenance

  • Other supporting tasks

    Out of scope responsibilities:

    The ASR is an extension of the Account Managers and is the next point of contact for the Program Leader after the Account Managers

    • Interaction with the customer (develop a working relationship with Program Leaders)

    • Speak with Program Leaders as needed (for example when the Account Manager is on the phone, in a meeting or out of the office).

    • Check Account Manager's mail box and handle issues as they arise when Account Manager is out of office.

    • Contact Program Leader to assist with tour coordination as directed by Account Managers

    • Answer phone calls without the Program Leader having a lengthy wait or additional pages for the Account Manager.

    • Proactively answer questions instead of taking messages (answer most of the questions the Program Leader asks).

    • Make notes of all conversations, enter notes in "AM notes", and send notes via email to Account Managers.

    • Periodically visit customers on tour, in their hometown and/or attendance at company public relations events.

      The Team approach:

      • Be a strong team member in your Mini teams

      • Build your relationship with your Account Managers.

      • Document well activities and conversations in AM notes.

      • Constantly communicate throughout the workday.

      • Participate in regular mini - team meetings.

      • Show initiative in your supporting role with the Account Managers.

      • Keep Account Managers informed of progress and possible problems with a spirit of cooperation, support, and accountability.

      • Give as many details as possible with clear and concise directions.

      • Hand over work throughout the day - don't wait to the last minute, give a pile of work to your ASR and expect to have it all done by the end of the day.

      • Let your expectations be known.

        Standard Department Member Responsibilities:

        • 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 the Director of Account Management and Account Managers on an annual basis.

        • Identify and discuss personal and professional growth goals with the Directors of Account Management and Account Managers.

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


          Two to three years' experience working in an office environment handling multiple tasks. Some college is preferred. Excellent time management and organizational skills; strong attention to detail, interpersonal skills, with a positive, solution-oriented attitude. Good verbal skills, with a clear and professional telephone demeanor. Ability to work under pressure in an office environment, with a willingness to expand time commitment when necessary. Demonstrate initiative and eagerness to learn new skills to enhance job effectiveness. Excellent Typing and computer skills are required.

          Required to drive an automobile and comfortable with airline travel. Must be able to travel to Washington and out of state to visit customers and perform escort assignments. Required to operate in a variety of public environments. Must be able to communicate verbally (through the use of the telephone), ability to visually proof documents and input data into a computer. Heavy lifting is required.

          WorldStrides is an Equal Opportunity Employer

Keywords: WorldStrides, Charlottesville , Account Support Representative - K12 Discoveries, Other , Charlottesville, Virginia

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