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

Status

Full-time
40-hours, regular, nonexempt

Schedule

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

Pay range

$18-$20 per hour, based on experience

Compensation Package

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.

As soon as available

The ideal candidate enjoys helping people,communicates clearly,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,andteen programming.

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

Customer Support & Experience

Respond to customer questions by phone, email, textmessagingand other electronic channels in a friendly,timelyand professional manner.

Learn Camp Fire programs,policies and registration processes well enough to provideaccurateinformation and recommend appropriate programsor services.

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

Maintain complete,accuratecustomer 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 withinone business day.

Registration & Data Management

Build andmaintainprogram registrations, forms, sessions, fees,discountsand 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,documentationandthe overall customer experience.

Financial Operations

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

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

Report unpaid balances andmaintainaccuratecollectionnotes.

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

Maintainaccuratefinancial 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 Program teams to prepare for registration launches, seasonaltransitionsand special initiatives.

Communicateemerging customer…