Customer Care Coordinator

Summary

The American Retirement Association is a mission-driven organization dedicated to empowering retirement professionals through education, advocacy, and innovation. The Customer Care Coordinator supports members and customers by answering questions, resolving issues, processing account changes, maintaining Salesforce records, and helping improve service quality.

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

Skills

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

Qualifications

Must Haves

• 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

Benefits

• Medical, Dental & Vision Insurance
• Life Insurance
• Short-Term & Long-Term Disability Insurance
• Profit Sharing 401(k) Plan
• Defined Benefit Pension Plan
• Health Savings Account
• Flexible Spending Account
• Eleven Paid Holidays
• Eighteen Days of Paid Time Off
• Two Hours of Personal Leave Per Month
• Parental Leave
• Hybrid Work Arrangement (Telework on Mondays and Fridays)
• Commuting/Telework Benefits
• Employee Assistance Program
• Membership in Experian My Financial Expert
• Membership in Calm App
• Spot Pet Insurance Discount
• Worldwide Travel Assistance Program
• Will Preparation Services