Senior Customer Care Coordinator

GMAC•Reston, VA

11d

About The Position

GMAC’s value proposition offers our talented employees the ideal climate for innovation, and colleagues who are motivated and proactive, with diverse backgrounds and approaches. As a global organization, we understand and appreciate the benefits of myriad cultural perspectives. GMAC is wholly committed to recruiting, developing, and retaining a diverse group of talented people, and providing equal employment opportunities to all employees and applicants without regard to the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, disability, sex (including pregnancy, childbirth, and related medical conditions), marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state or local laws. Founded in 1953, Graduate Management Admission Council™ (GMAC™) provides world-class research, industry conferences, recruiting tools, and assessments for the graduate management education industry as well as resources, events, and services that help guide candidates through their higher education journey. Owned and administered by GMAC, the Graduate Management Admission Test™ (GMAT™) exam is the most widely used graduate business school assessment. In addition, more than 12 million prospective students a year trust GMAC’s platforms, including mba.com, GMAC Tours, and BusinessBecause, to learn about MBA and business master’s programs, connect with schools around the world, prepare and register for exams, and get advice on how to successfully achieve their business education and career goals. GMAC is a global organization with offices in China, India, the United Kingdom, and the United States. As a mission-driven, non-profit organization that represents leading business schools globally, GMAC is committed to serving prospective candidates with talent and aspirations in business careers, corporate recruiters eager to tap into their potentials and skillsets, and school professionals who are passionate about holistic admission practices to build an inclusive classroom. We also support our talented and potential employees by offering the ideal climate for innovative and motivated individuals with diverse backgrounds and a company culture that treasures employees’ overall health and total wellness. To learn more about our work, visit GMAC.com.

Requirements

FLSA Status: Non-Exempt

Responsibilities

Serve as an escalation point for customer issues across phone, email, and chat channels; Ensure timely resolution and a consistent, high‑quality customer experience across all channels.
Support users across GMAC’s products, exam services, and exam preparation offerings.
Investigate and resolve Tier 2+ issues using internal systems, tools, and data to minimize repeat contacts and reduce time to resolution.
Identify recurring customer problems, root causes, and service trends to inform process improvements and reduce future service disruptions.
Escalate issues to internal teams, vendors, or product owners with clear documentation.
Maintain accurate case records, including detailed notes and resolutions.
Support customer care queue and workload management to help maintain service levels and meet response time targets.
Monitor third-party support partners and provide feedback on quality and performance.
Identify and improve workflows, procedures, and service standards to increase efficiency and consistency.
Partner with the Senior Manager to implement and optimize AI-driven customer service workflows, including automation, routing, self-service, and agent-assist tools.
Review AI workflow results and recommend improvements based on service quality, customer feedback, and cost savings.
Maintain process documentation, knowledge articles, and operating procedures.
Help train and support contractors and vendor teams.
Provide backup support for the Senior Manager when needed.
Build, maintain and share reports on ticket volume, backlog, service levels, and team performance as requested.
Analyze trends and recommend operational improvements.
Other responsibilities and duties, as assigned.