Oct 08, 2019

Family Customer Support Coordinator

  • The Enrollment Management Association
  • Skillman, Montgomery, NJ, USA
Full-time Education

Job Description

General Function

The Family Customer Support Coordinator is responsible for ensuring quality customer support for all Enrollment Management Association Family products by coordinating knowledge, training, and documentation.

Primary Responsibilities

  • Coordinates day-to-day interactions with the Family contact center partner to ensure and improve customer service quality.
  • Writes and maintains Family-related knowledgebase articles, FAQs, form letters, and procedures.
  • Acts as a Subject Matter Expert (SME) for all Family products and services, working closely with product owners to learn and communicate about issues and updates.
  • Leads seasonal and continuous customer support representative training.
  • Responsible for Level 2 Family emails, calls, and chats and facilitating case management of all Level 3 system issues or requests.
  • Manages family irregularity work, payment failures, and refunds.
  • Reviews and approves all test material orders for external fulfillment and works with our fulfillment partner and couriers to ensure effective service.
  • Assists with visitors, deliveries, and other office tasks.
  • Works under minimal supervision.


  • High School graduate or equivalent with a minimum of two years of contact center experience as a supervisor or trainer (bachelor's degree preferred).
  • Superior verbal and written communication skills.
  • Self-motivation with a constant drive to improve customer service.
  • Comfort with learning and utilizing several Customer Relationship Management and technical systems.
  • Some Saturday work (8 Saturdays/year) required.
  • Ability to travel for seasonal/annual training (2-3 weeks/year).

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