Emergency Response Specialist

Product At EF World Journeys, we believe that the best way to learn about the world is to experience it, and we strive to help as many people as possible do just that. EF Go Ahead Tours, EF Ultimate Break & the newly added EF Adventures are divisions of EF World Journeys and we make travel easy, personal, and immersive. We want to empower travelers of all ages to get out into the world and experience something new on our guided tours. If you share this passion for opening the world, come work with us!The OpportunityEF World Journeys Products (EF Go Ahead Tours, EF Ultimate Break, EF Adventures) 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 while traveling 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 help to coordinate the efforts of part-time and temporary staff, across our global offices, assisting travelers with on-tour challenges. By working closely with EF’s central Safety and Operations teams, you will 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.Our team approaches every case believing that nothing is impossible – this work requires creative problem-solving, grace under pressure, excellent communication, and a commitment to an exceptional customer experience.The RoleWork closely and collaboratively with peers from different teams and offices, tackling an ongoing shared workload daily.Communicate with travelers and their families by phone, email, or messaging to support them with on-tour issues that arise, including flight challenges, medical incidents, tour quality concerns, and more. Take ownership of your own professional growth and development, including maintaining up-to-date knowledge of all policies and processes to provide efficient and accurate information to customers.Document & report on all customer interactions and communications, ensuring systems remain up-to-date and accurate. Maintain clarity and conciseness in written communication while adhering to legal and compliance standards.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, Flights Teams, and Operations Teams to provide a supportive and cohesive customer experience.During low season (November to April), drive and support initiatives tied to Business Objectives to enhance workflows, boost efficiency, and perfect overall customer experience.The CandidateYou have 2+ years of experience in a professional environment. Exposure to or experience in managing safety-related issues or emergency response is a plus.You are a strong communicator who can easily adapt your style to your audience and who understands the personal impact your words can have on others. You can identify, navigate, and de-escalate cultural sensitivities specific to the US and Canadian customer markets.You thrive in a team-oriented environment, actively supporting your colleagues and fostering open communication through daily chat interactions to ensure seamless, round-the-globe collaboration.You are naturally empathetic, enabling you to understand and relate to others' perspectives, which helps you build meaningful connections with customers and colleagues.You keep an even keel and maintain a clear head when working under pressure. Your conflict-resolution skills are strong, and you can prioritize multiple urgent tasks at a time.You demonstrate professionalism and a positive attitude geared towards finding effective and creative solutions. You want to be part of a team that motivates and inspires you.Why you will love working with us People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA.BenefitsEF offers a wide range of benefits that support our team members in living whole, healthy lives and enjoying themselves during weekends, after work and with friends & family, including:Discounted passes to local destinations and tourist hot spots such as Mt. Rigi or Kunsthaus ZurichFull reimbursement of the SBB ‘halb-tax’ travel card, covering country-wide public transportationFree membership at our office gym and opportunities to get involved with our variety of sports teamsSeasonal and monthly office events including holiday parties, ski trips, and happy hoursDiscounts on a wide range of local restaurants, shops, hotel stays and EF products15% off in-house childcare service EF World Journeys is a subsidiary of EF Education FirstAbout EF Education FirstAt 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