Emergency Response Specialist (Seasonal)

The Opportunity:

As an Emergency Response Specialist, you will work closely on the planning and execution of our crisis management and On-Tour support functions within Educational Tours. You will play a central role in our response to a wide range of On-Tour incidents, directly managing emergency-related cases that meet a specific severity threshold and assisting other staff members handling more routine incidents in their specific sales territories. You will also collaborate closely with our central Safety, Operations and Flights teams to provide an exceptional customer experience for our travelers on tour. The successful candidate is able to thrive in a fast-paced environment and ambiguous situations, knowing what information to gather to make decisions and how to effectively communicate with travelers.  In our off peak travel season, you will work with our pre and post-Tour Traveler Support team to learn all aspects of our customer experience.

This is a seasonal role lasting for approximately eight months (January through August), with the opportunity to interview for permanent jobs within EF that have September start dates.  The position is salaried and eligible for health insurance. 

Responsibilities:

·       Directly manage high severity cases including behavioral health issues, hospitalizations, escalated on-the-ground challenges, sensitive interpersonal conflicts between travelers and beyond.

·       Facilitate communication travelers, their family members and external parties involved in escalated case resolution, including embassies, law enforcement, clinicians and Assist-based Insurance organizations.

·       Provide support to staff handling routine on-tour incidents, including but not limited to flight disruptions, global travel regulations, on-the-ground logistical challenges and minor medical incidents.

·       Take part in the On Tour Support team’s after hours/weekend staffing rotation in our peak travel months, in order to manage escalated cases and ensure the resolution of standard customer service issues.

·       Help develop and execute trainings for both the sales territories within your region and the On Tour Support team.

·       Update and manage safety-related sales materials and resources including customer facing pre-tour communication.

The Candidate:
You have an acute attention to detail, stellar judgement and take exceptional pride in being a clear communicator.

·       No detail gets past you – Attention-to-detail doesn’t properly describe how keen your eye for detail is. Because you know all the ins-and-outs, you’re the go-to resource in your department for your peers and colleagues.

·       Always a step ahead – You don’t take things at face value and are always asking the right questions in anticipation of what could come next.

·       Strong and adaptable communication skills – You’re an incredible communicator who understands the importance of clear, concise, and factual written communication and you can easily adapt your style to your audience.

·       Calm under pressure – You keep an even keel and maintain a clear head when working under pressure. This job isn’t for the faint of heart but it doesn’t require an adrenaline junkie either, so long as you remain calm, cool, and collected.

·       You’re in the driver’s seat – You can independently identify a need, determine the best approach, activate your resources, and get things done!

The Requirements:

·       2+ years of experience in a customer-facing role

·       Past professional experience or educational background in Emergency Response or escalated customer service issues

·       Proven track record of owning a project or initiative from start to finish and handling sensitive customer communication

Why You’ll Love Working Here:

As if changing teachers’ and students’ lives and making the world a better place isn’t enough, we also offer the opportunity to:

·       Work in our beautiful Cambridge or Denver office where you’ll enjoy comprehensive professional development, frequent social programming and employee-run social groups (including our “EFinity” groups: Black@EF, LGBTQ+@EF, Latinos@EF, API@EF, Jewish@EF, Indigenous@EF and Parents@EF).

You can expect:

·       Paid travel to our international destinations at least once a year (more as you grow with us)

·       Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days of remote work per week, after your initial onboarding

·       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) and nine paid holidays

·       25% company match on your 401(k)

·       Excellent medical, dental, and vision coverage, along with life and disability insurance

·       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: $48,000-$56,000 based on experience

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 more than 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, age, religion, caste, parental status, identity, 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://www.ef.com.