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Role Description

The Participant Preparation Specialist serves as a key contributor within the Participant Experience (PX) group, contributing to complex projects that support participant needs and organizational goals throughout the enrollment journey. The Specialist will assist in creating, deploying, and monitoring communications in our Customer Communication Management (CCM) platform, as well as identifying negative trends and escalating policies, practices, and touchpoints that impact participants’ experiences.

Road Scholar offers a remote work environment. The compensation range for this exempt level salaried position is between $55,000 - $59,000 based on experience.

In order to be considered, please submit a cover letter with your resume telling us why you are interested in the position.

Key Responsibilities Include:

• Develop and maintain a high level of competency in Customer Communication tools, including Inspire Designer, Inspire Automation, and Quadient Cloud.
• Contribute to QA and UAT plans, including identifying and resolving bugs, as well as flagging experiential concerns.
• Contribute to business requirements sessions for automated participant communications, ensuring the participant experience is at the forefront of decision-making.
• Contribute to creative sessions, offering thoughtful solutions that result in an improved participant experience at each journey touchpoint.
• Contribute to high-quality resource pages that will be used for training staff across the organization on our participant’s communication journey and PX initiatives.
• Contribute to data analysis to identify trends, gaps, and opportunities for improvement throughout the enrollment journey.
• Provide administrative support for ongoing participant experience projects.
• Monitor feedback across participant touchpoints to contribute thoughtful solutions to improve their experience.
• Safeguard all confidential business and customer information and adhere to all security policies.

Qualifications

• Must have proven technical abilities.
• Experience with Quadient/Inspire Designer and Automation is a plus.
• Experience with scripting and HTML code is a plus.
• Ability to apply troubleshooting, problem-solving, and analytical skills.
• Be self-directed, continuously looking for ways to improve participant experience, eager to learn, with the ability to absorb information quickly.
• Strong communication, interpersonal, and collaboration skills.
• Detail oriented, with a high sense of urgency, accuracy, and quality.
• 3 years related experience in a customer-focused role, call/contact center preferred.
• Extremely organized; demonstrated speed, quality, and accuracy with high-volume data.
• Outstanding writing ability and professional verbal, phone, and email communication skills.
• Excellent office skills with the ability to retain, organize, and access large amounts of information.

Benefits

• We offer a competitive compensation and benefits package!
• Medical, Dental and Vision Insurance (with a substantial employee subsidy!).
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually, accrued every payroll cycle.
• Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discount on our programs.
• As a Road Scholar employee, you can opt-in to receive an IATA membership.
• We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities.
• That’s right, we’re fully remote!