Customer Service Coordinator

Customer Service Coordinator

Summary

Status: Full-Time;
Exempt

Starting Salary: $38,000 - $45,000 + benefits package

Reports to: Director of Development

Schedule: Work week will include semi-regular weekend days and 1 – 2 evenings per week, with seasonal variance.

The Customer Service Coordinator supports the full lifecycle of Indiana Landmarks-sponsored public programs and internal events, from information gathering and logistics coordination to day‑of operations and post‑event stewardship. This includes significant cross‑departmental collaboration to deliver consistent, high‑quality guest experiences while maintaining accurate systems, strengthening donor and member relationships, and advancing the organization’s mission and revenue goals.

A private nonprofit supported by a diverse membership base and guided by a volunteer board,
Indiana Landmarks revitalizes communities, strengthens connections to our diverse heritage, and saves meaningful places. From its state headquarters in Indianapolis’s historic Old Northside neighborhood, the organization operates eight regional offices across the state. These offices, staffed by dedicated professionals, provide expertise and resources to help local communities save and repurpose historic sites. Indiana Landmarks’ wide-ranging operations include grant and loan programs, rescuing and rehabilitating endangered properties, buying and selling real estate, easement protections, preservation advocacy, and educational initiatives including tours, lectures, workshops, publications, and partners on a major annual statewide conference.

Based at our headquarters in Indianapolis, the Customer Service Coordinator at Indiana Landmarks plays a vital role in advancing Indiana Landmarks’ mission by facilitating meaningful experiences that inspire deeper engagement with our community. This position supports the full lifecycle of public programs and internal events—from information gathering and logistics coordination to day‑of operations and post‑event stewardship. Serving as a member of the Development team, the Customer Service Coordinator ensures that every interaction strengthens relationships with guests, current & future members, and donors, ultimately advancing the organization’s long‑term mission and associated goals.

The Customer Service Coordinator reports directly to the Director of Development, but works collaboratively across departments (including Marketing, Development, Special Events, Education, Volunteer and our Regional Offices) to ensure programs run smoothly, customer service is timely and consistent, and event platforms and data remain accurate and well managed.

• Serve as the primary point of contact for Indiana Landmarks program and event inquiries across phone, email, web submissions, and relevant social media escalations.
• Manage ticketing changes, refunds, and exchanges in alignment with organizational policies; review for pricing discrepancies and escalate exceptions as needed (some proactive outreach required).
• Create and maintain customer‑facing FAQs and internal scripts to ensure consistent, high‑quality service delivery.
• Confirm staffing coverage for day‑of operations, including occasional support for Indiana Landmarks-sponsored events occurring outside standard business hours.
• Provide backup coverage for the Front Desk as staffing needs arise.

• Receive and quality‑check internal program/event order forms, reviewing for completeness, missing details, discrepancies, and scheduling conflicts.
• Build and coordinate registration in Eventbrite, Fare Harbor, Reg Fox, and/or other event management and ticketing platforms; collaborate with Marketing to ensure accurate event copy, branding, and presentation.
• Maintain a centralized source of truth for event timelines, details, and status updates; support processes that ensure timely and accurate information sharing across departments.
• Coordinate internal meetings, trainings, and board meetings, as requested.

• Support day‑of event operations, including site readiness,…