OVERNIGHT EMERGENCY RESPONSE SPECIALIST Overnight Emergency Response Specialist EF Go Ahead Tours & EF Ultimate Break Start Date: May 1, 2023 Remote opportunity with preference for East Coast Time Zone Salary: $50-65K THE OPPORTUNITY: EF Tours World Journeys Products (EF Go Ahead Tours and EF Ultimate Break) are looking for an Overnight Emergency Response Specialist to join the dynamic Emergency Response and Preparedness team. This team might not wear capes, but they sure are heroes, making sure every customer receives stellar support on tour, no matter what gets thrown their way. The Emergency Response Specialist will manage a caseload of on-going and incoming on-tour incidents for customers who require a little extra expertise and support. Do you thrive under pressure? Do you see a challenging customer situation as an opportunity to save the day? Can you provide empathetic service while solving complicated problems? If so, this role might be for you. THE ROLE: Interface with travelers through phone and email communication regarding on-tour issues that arise outside of business hours, including flight challenges, medical incidents, Covid isolation, tour quality concerns, and more Coordinate across multiple teams to ensure case continuity: you’ll work with Tour Directors, Flights, Operations, Safety and Incident Response, Covid Task Force, and Traveler Support Partner with colleagues on-call during standard business hours to create a seamless handoff for the customer Manage (with impeccable detail) a shared inbox and case management platform for current cases and communicate on shared platforms with colleagues around the global Approach every case believing that nothing is impossible – this work requires creative problem-solving, grace under pressure and a commitment to a beautiful customer experience Maintain consistency in process and procedure to ensure a smooth customer transition between shifts WHO WE ARE LOOKING FOR: 1 year in a customer-facing role Working nurse/firefighter schedule of three to four 12-hour shifts a week Strong attention to detail You’re a strong communicator who understands the importance of clear, concise, and factual written and verbal communication and you can easily adapt your style to your audience. You keep an even keel and maintain a clear head when working under pressure. Proven ability to collaborate across internal teams and departments Superb organizational skills Conflict-resolution skills and the ability to prioritize multiple cases of urgency at a time You want to be part of a team that motivates and inspires you You are analytical with adept problem-solving skills You always demonstrate professionalism and a positive attitude WHY YOU’LL LOVE WORKING HERE: PERKS & BENEFITS Work remotely or in our beautiful Cambridge, MA or Denver, CO office where you’ll enjoy comprehensive professional development, frequent social programming and our employee-run “EFinity” groups: BlackEF, LGBTQEF, LatinxEF, APIEF, AccessiblilityEF, JewishEF, FaithEF, IndigenousEF, ParentsEFand more. In addition, you can expect: Paid International Business Travel opportunities Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days working from home per week Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts Three weeks paid vacation your first year (four weeks starting in year two) 12 paid holidays (10 Scheduled 2 flexible) 25% company match on your 401(k) Excellent medical, dental, and vision coverage, along with life and disability insurance Paid international business travel Wellness benefits and a yearly fitness reimbursement EF program discounts including travel, language schools, childcare, and more Dependent care, healthcare, and commuter flexible spending accounts (FSAs) Discounts at local venues and businesses COMPENSATION : $50-65k ABOUT EF EDUCATION FIRST At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs-focused on language, travel, cultural exchange, and academics-turn dreams into international opportunities. When you join EF, you join a multicultural and diverse community working across 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about-we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience and everything else that makes you unique. Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at HTTPS://EF.COM