Senior Coordinator, Digital

Road Scholar

. Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication .

Posted 10/20/2026full-timeRemote • Massachusetts • United StatesSenior💰 $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in high-volume email communication and customer service, utilizing CRM systems like Salesforce to enhance participant satisfaction and resolve issues efficiently. Strong organizational, problem-solving, and time management skills are essential for adapting to a fast-paced environment while maintaining attention to detail.

Highest-signal resume keywords

High-Volume Email CommunicationCustomer Service ExperienceCRM Systems ProficiencyOrganizational SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Email ManagementData EntryTyping Speed 50–70 WPMTechnical Issue ResolutionAttention to Detail

Soft Skills

AdaptabilityPositive AttitudeCollaborationReceptiveness to FeedbackTime Management

Tools & Technologies

SalesforceMicrosoft OfficeSpekitZoomEmail/Ticketing Platforms

Industry Keywords

Customer ServiceNonprofit ExperienceEducation-Related ExperienceTravel ServicesParticipant Satisfaction

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Represent Road Scholar’s brand through thoughtful, accurate, and efficient email communication
Craft clear, empathetic written responses aligned with Road Scholar’s voice, tone, and brand standards
Provide high-touch service to promote program enrollments, resolve technical issues, and support participant satisfaction
Offer creative, personalized solutions to complex participant needs, aiming for one-interaction resolution and long-term loyalty
Verify information, use internal tools and resources, and apply knowledge of Road Scholar’s mission, offerings, and policies
Use CRM systems and email management platforms to track interactions, document cases, and ensure timely follow-up
Mentor new team members
Achieve monthly individual and team performance goals
Share ideas to improve processes, communication workflows, and participant experience
Monitor email quality and service standards through feedback, peer reviews, and self-assessment
Identify, monitor, and report website, social media, and technology-related issues
Attend ongoing training on Road Scholar products, systems, and procedures
Handle a high volume of email correspondence daily
Take inbound calls during “all hands-on deck” moments and make outbound calls when necessary
Adapt to changing priorities in a fast-paced, mission-driven environment
Collaborate with Marketing, IT, and Program Development to resolve participant concerns and support service initiatives

Requirements

What you’ll need

Bachelor’s degree preferred and/or comparable work experience
2–4 years’ experience in customer service, communications, or email support; call center, travel services, nonprofit, or education-related experience is a plus
2–4 years’ proven ability to handle high-volume, high-quality email communications
Experience with CRM systems such as Salesforce and email/ticketing platforms
Proven experience resolving customer issues through written communication
Ability to type 50–70 words per minute accurately
Ability to manage multiple responsibilities, deadlines, time-sensitive demands, and interruptions
Excellent organizational and problem-solving skills
Ability to work independently and collaboratively
Positive attitude, adaptability, and resilience
Exceptional grammar, spelling, formatting, and attention to detail
Receptive to coaching and performance feedback
Strong time management and prioritization skills
Accurate data entry skills
Willingness to learn evolving travel programs, participant needs, and internal tools/procedures
Ability to exercise sound judgment within defined guidelines
Proficiency in Microsoft Office, Salesforce, Spekit, Zoom, and other cloud-based platforms
Ability to work from home with reliable high-speed internet and direct Ethernet connectivity; Wi-Fi is not supported for work systems
Cover letter required with resume for serious consideration

Benefits

Comp & perks

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
Paid week off at the end of December, in addition to PTO
Employee discounts on Road Scholar programs
Optional IATA membership
LinkedIn Learning access
Other professional development opportunities
Fully remote work environment