Customer Support Coordinator

Hybrid/In-Person

Hybrid: two days per week in person and up to three days remote after successful completion of training and onboarding

Full-time
40-hours, regular, nonexempt

Primarily weekdays, with occasional evening or weekend work for events, registration support,and seasonal needs

$18-$20 per hour, based on experience

Medical and dental insurance; supplemental insurance options; company-paid long-term disability and life insurance; 8 paid holidays and a floating holiday; a week-long closure in December; PTO and personal leave for employees working 30+ hours; and a401(k) retirement savings plan with company match.

Plusdiscounts onday and overnight campprogrammingfor yourchildren.

The ideal candidate enjoys helping people,communicatesclearly,paysclose attention to detail,and is comfortable working with both technology and numbers. They approach questions with patience and empathy, take ownership of finding answers,and look for ways to improvecustomerexperience.

Your work directly helps children, families , and educators access meaningful Camp Fire programs.

You will be part of a collaborative team that values service, accuracy, problem-solving , and continuous learning.

You will work with a wide variety of programs, including camp, outdoor education, after school , summer day camp, and teen programming.

You will have opportunities to improve systems and processes—not simply follow them.

Customer Support & Experience

Respond to customer questions by phone, email, text messaging and other electronic channels in a friendly, timely and professional manner.

Learn Camp Fire programs, policies and registration processes well enough to provide accurate information and recommend appropriate programs or services.

Listen carefully, clarify concerns and take ownership of resolving customer issues or connecting the customer with the appropriate staff member.

Maintain complete, accurate customer records and detailed notes in registration and customer service systems.

Protect confidential customer, participant and financial information and use sound judgment when handling sensitive situations.

Meet established response-time goals, generally within one business day.

Registration & Data Management

Build and maintain program registrations, forms, sessions, fees, discounts and related details in registration software.

Guide families and participants through the registration process and help troubleshoot technical or account issues.

Review enrollment paperwork and customer accounts for completeness and accuracy.

Run participation, enrollment, payment , and customer service reports as needed.

Maintain high-quality data and correct errors promptly.

Identify opportunities to improve registration workflows, documentation and the overall customer experience.

Financial Operations

Process program fee payments, refunds, credits , and customer account adjustments accurately and in accordance with established procedures.

Review customer accounts for payment discrepancies and help resolve questions related to balances, invoices and payment plans.

Report unpaid balances and maintain accurate collection notes.

Support preparation of deposit, batch, receivable, aging, deferred revenue , and reconciliation reports.

Maintain accurate financial records within registration systems and provide documentation to the Finance team as needed.

Work closely with the Customer Support Manager and Finance team to research and resolve account issues.

Team & Organizational Support

Collaborate with Marketing & Communications, Finance and P rogram teams to prepare for registration launches, seasonal transitions and special initiatives.

Communicate emerging customer questions, concerns and trends so teams can respond proactively.

Follow customer support, registration, payment and communication procedures while suggesting practical improvements.

Attend community events, open houses or program activities as needed to provide registration and customer support.

Maintain current knowledge of software, systems, program offerings and…