Camp Fire First Texas Job Summary
Job Title: Seasonal Customer Support & Registration Coordinator
Department: Marketing
Position Level/Classification: 4
Location: Camp Fire Resource Center, 2700 Meacham Blvd Fort Worth 76137
In-Person/Virtual: 2 days per week in person, 3 days per week remote work option following successful completion of training and onboarding
(June & July 1 remote workday being Sunday afternoons)
Reports To: Customer Support Manager
FLSA Status: Nonexempt
Full/Part Time: Seasonal (April-August) Full-Time (30 hours per week)
Regular/Temporary: Regular
Compensation Package : $14.50 per hour
Start Date: April 3, 2023
Our Commitment to Equity
Studies have shown that women and people of color are less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We would encourage you to apply, even if you don’t meet every one of our qualifications listed. If you are unsure whether you meet the qualifications of this position, please feel free to contact us to discuss your application. Camp Fire strives to create an inclusive environment that welcomes and values the diversity of the people we serve. We foster fairness, equity, and inclusion to create a workplace environment where everyone is treated with respect and dignity.
Our Investment in You
Through a commitment to equity, continuous learning and by leading with our values, we believe in maintaining a supportive work culture while providing the highest quality programming. Camp Fire is putting the call out to the passionate individual who is ready to join our team.
Job Summary: We are looking for an exceptional customer-oriented support representative. This position will communicate with customers via telephone and electronic channels to provide information in response to inquiries about programs and services, answer questions, assist with registration team and efficiently and properly resolve customer concerns.
Essential Functions:
A successful candidate is genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills and can easily put themselves in a customer’s shoes. Problem-solving comes naturally and they are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
These skills are applied through:
· Receiving and placing customer support telephone calls, emails and text
· Maintaining solid customer relationships by handling questions and concerns with speed and professionalism, seeking to exceed expectations when possible
· Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
· Striving to meet response time goals (12-24 hours after customer contact)
· Operating proficiently with PC equipment utilizing multiple current software platforms
· Honoring the sensitive and sometimes confidential nature of communications with customers
· Drafting status reports on customer support issues
· Data entry and research as required to troubleshoot customer problems
· Organizing and maintaining accurate records in registration systems
· Serving customers by providing product and support information
· Answering product and support questions and suggesting information about other programs and services
· Recommends potential products or services to management by collecting customer information and analyzing customer needs
· Contributes to team effort by accomplishing related tasks as needed
Required Knowledge/Skills/Abilities:
High school diploma
Two (2) years of experience in a front-facing customer service role/industry
Familiarity with office software and phone systems
Conflict resolution skills
Problem Solving
Detail Oriented
Strong phone contact handling skills and active listening
Ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Ability to analyze information
Ability to learn a variety of software and procedural information as well as the various computer systems supported
Preferred Knowledge/Skills/Abilities:
Associate or bachelor’s degree; OR commensurate experience in a front-facing customer service role/industry
Proven customer support experience or experience as a Client Service Representative
Familiarity with CRM systems and practices
Outbound customer call experience
Account collection experience
Spanish speaking a plus
Advanced computer skills: Microsoft 365, Teams
CampBrain registration software
Essential Functions:
· Ability to lift 10 pounds
· Ability to observe through site and sound
· Ability to drive and have transportation
· Ability to communicate clearly
· Ability to use office equipment including copiers, computers and telephones
· Ability to work weekends (Sundays Required- June- August)
· Ability to sit outside in higher temperatures for extended periods of time
· Ability to pass background and drug test
Relationships:
This position directly reports to the Customer Support Manager and will collaborate with the marketing, registration and program teams to support camping and outdoor programs, afterschool and summer day camps. This role will also interact extensively with parents, customers, youth and the general public.
Accountability:
This position is responsible for maintaining solid customer relationships by handling questions and concerns with speed and professionalism. Resolving customer complaints, managing database records, and drafting status reports on customer support issues.
Key Area of Responsibility:
Project Operations
Assist families with registration process
Review enrollment paperwork for accuracy
Maintain customer records
Support the payment process functions in software
Keep records of customer interactions, process customer accounts, and file documents
Manage large amounts of incoming phone calls
Resolve customer problems or complaints
Maintain customer records
Maintain solid customer relationships
Outbound customer calls
Marketing & Communication
Assist with program/sales evaluation process
Communicate customer issues
Follow communication procedures, guidelines, and policies
Build sustainable relationships and trust with customer accounts through open and interactive communication
Attend community events and open houses as needed to support registration and customer support needs
Facilities & Equipment
Maintain an expert level knowledge of software and systems that support program registration
Follow operations manual for registration and customer support
General Responsibilities
Maintain knowledge of all Council programs and operations
Provide assistance as needed concerning key areas of responsibility
Communicate regularly with supervisor about unusual events, special needs, participant concerns and suggestions
Other duties as assigned
About Camp Fire:
Camp Fire First Texas is a 501(c)(3) nonprofit organization that invests in North Texas communities by providing out-of-school time and outdoor learning programs for children and youth while also offering workforce development programs for early childhood educators. We envision a community in which every child has equitable access to the learning opportunities they need to succeed and thrive in a rapidly changing world.
The customer support and registration team serve an integral role in creating a cohesive customer experience for all program participants. This role will work with all departments and most programs but will be rooted in the marketing and communications arm of the organization.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.
Our Commitment
Camp Fire welcomes and embraces all youth of diverse cultures, beliefs, experiences, and identities. We are committed to creating a culturally-responsive, inclusive, and safe environment for all children, families and staff. Camp Fire First Texas is an Equal Opportunity Employer. Employment decisions are made without regard to race, age, religion, color, gender, gender expression and identification, sexual orientation, national origin, physical or mental disability, marital or veteran status, or any other classification protected by law.