The Customer Experience Intern (CX Intern) will serve as a Headfirst Companies Customer Experience Team Ambassador for our customers, acting as the main customer-facing team member for all phone and email communication from our office in Woodley Park, Washington DC. You will be at the office each day, Monday through Friday, managing all customer communications for multiple of our camp locations. In coordination with on-site leadership and our Headquarters team, you will ensure customer needs and requests are met, owning the entire process from initiation to completion, bringing our brand to life by delivering only the highest level of customer experience. The CX Intern is a dynamic communicator and proactive problem solver who is comfortable speaking with anyone, knowing that maximizing our camper experience is at the heart of what we do.
Schedule: In-season: (late June through August): 8:00 am – 4:00 pm Monday – Friday One week of pre-camp training takes place at Headfirst Headquarters in Washington, DC in June Compensation: $550 / week
Bring Our Brand to Life Support the customer experience incoming call hub by professionally guiding incoming calls and emails to the correct answers and resources Manage family accounts, accurately and fully capturing and tracking inbound and outbound conversations, requests, inquiries, and enrollments through Salesforce and CampMinder Communicate and collaborate effectively with the Headfirst Headquarters Team and on-site leadership to ensure the delivery and execution of first-class customer service Act swiftly and anticipate how small details may impact a camper's experience, and work to proactively problem-solve issues as they arise Communicate Professionally & Intentionally Call, email, and occasionally engage face-to-face with parents and camper families, bringing top-notch attention to detail and care to every interaction Personify the Headfirst mission to help campers achieve their personal best by celebrating each camper's successes and working through each camper's individual needs as they arise to ensure we are meeting the standard of excellence promised to all families Organize, Not Agonize Handle the details of daily schedules including coordinating camper drop-off and pick up and monitor the completion of camper forms for licensing Welcome our new families with phone calls prior to their first day as well as follow up after their last week of camp to close out the experience Handle the Curveballs Arrive with a "How Can I Help?" mentality and be willing to lend a hand when needed, potentially taking on other responsibilities as requested Completed at least (2) years at an accredited undergraduate institution or equivalent educational experience. Experience: Majors in communications, hospitality, and business viewed favorably Experience in phone, email, and/or in-person customer service preferred Headfirst Companies are proud to be Equal Opportunity Employers. We value diversity and inclusivity across our Headfirst community, and we strongly encourage individuals from underrepresented groups to apply.
