Emergency Response Specialist, Night

Preferred Start Date: August 15, 2024

The Opportunity:

EF World Journeys Products (EF Go Ahead Tours and EF Ultimate Break) are looking for an 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.

As an Emergency Response Specialist, you will work closely with the planning and implementation of our crisis management, emergency response and traveler support functions across all EF World Journeys Products. Each day, you will support travelers through both routine and escalated on tour situations, ranging from transportation issues to medical or mental health crises. You will also help to coordinate the efforts of part-time and temporary staff assisting travelers with on tour issues. By working closely with EF’s central Safety and Operations teams, you’ll provide our travelers with a safe tour experience and exceptional customer service from start to finish. In this fast-paced work environment, you will help your team to prioritize traveler needs and draw on your experience in emergency management to independently handle traveler communication and case management for all escalated situations.

• Act in a supervisory capacity for on-call sales staff, providing guidance on approach, talking points, service recovery, and escalation procedure
• Communicate with travelers and their families by phone, email, or messaging and support them with on-tour issues that arise, including flight challenges, medical incidents, COVID isolation, tour quality concerns, and more
• Oversee and independently direct on-tour escalations of high severity and sensitive topics including mental health disruptions, hospitalizations, and beyond
• Work in close coordination with Traveler Support, Tour Directors, and Flights and Operational colleagues to provide a supportive and cohesive customer experience
• Create and lead trainings to help prepare for upcoming travel and emergency response protocols
• Facilitate relationship and communication with outside Assist teams in major emergencies
• Continue to develop the emergency response and preparedness function across EF Tours products
• Work 3 shifts a week plus attend weekly meetings totaling 40 hours a week. Shift possibilities are listed below in Eastern Time and include a 60-minute break
• Monday-Sunday evening shifts
• 6:00pm – 6:00am Eastern
• 9:00pm – 9:00am Eastern
• Weekend & Holiday daytime shifts
• 6:00am – 6:00pm Eastern
• 9:00am – 9:00pm Eastern
• Monday-Sunday evening shifts

The Candidate:

• 2+ years of experience, preferably with 1+ year of exposure to/experience in managing safety-related issues or emergency response
• You are a strong communicator who can easily adapt your style to your audience and who understands the personal impact their words can have on others.
• You’re able to identify, navigate, and deescalate cultural sensitivities specific to the US and Canadian customer markets.
• You keep an even keel and maintain a clear head when working under pressure.
• You have a proven ability to collaborate across internal teams and departments.
• Your conflict-resolution skills are strong and you’re able to prioritize multiple cases of urgency at a time.
• You want to be part of a team that motivates and inspires you.
• You always demonstrate professionalism and a positive attitude.

Why You’ll Love Working Here: Perks, Benefits and Earning Potential

Work remotely where you’ll enjoy comprehensive professional development, frequent social programming, office-wide sports leagues and our employee-run “EFinity” groups: Black@EF, LGBTQ+@EF, Latinx+@EF, API@EF, Accessiblility@EF, Jewish@EF, Faith@EF, Indigenous@EF, MENA@EF, Parents@EF and 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
• Four weeks paid vacation your first year, ten paid holidays, and two floating 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: $50,000-$65,000 (commensurate with 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 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