Customer Care Coordinator

American Retirement Association•Arlington, VA

11d•Hybrid

About The Position

In this role you'll be a go-to resource for our members and customers. You'll answer their questions, fix problems, and help them get the most from what we offer. If you like helping people, keeping things organized, and making each conversation a good one, we'd like to hear from you.

Requirements

1–3 years of customer service experience in a professional setting.
A bachelor's degree or equivalent work experience.
Strong communication and relationship-building skills, with a warm, professional manner.
Good organization and time management, and the ability to juggle several priorities at once.
A knack for analyzing and solving problems.
Comfort with Salesforce CRM, Microsoft Office, and virtual meeting and messaging platforms.
You should also be open to learning new tools, including AI-powered ones.

Nice To Haves

Experience at a membership organization, nonprofit, or trade or professional association.

Responsibilities

Handle incoming questions by phone, email, and live chat, giving quick and accurate answers.
Process account changes and keep customer records complete and current in our Salesforce CRM.
Help members understand the programs, services, and benefits open to them, and show them how to use them.
Work with colleagues in other departments to solve customer problems.
Pass tougher issues to leadership when needed.
Log and track customer interactions so the team can spot patterns and common requests.
Share recurring feedback and frequent questions with leadership to help improve our service and communications.
Meet team service standards for response speed, time to resolution, and resolving issues on the first contact.