Customer Support Coordinator

Camp Fire First Texas; Fort Worth (TX); Hybrid; USD 38,000 - 42,000; Full time

Benefits offered by this job

Medical and dental insurance

Company-paid long-term disability and

Job summary

Camp Fire First Texas is seeking a Customer Support & Registration Specialist in a hybrid role. The ideal candidate will assist families with registrations, respond to inquiries, and maintain accurate records. Training ensures program policies and systems are understood for accurate guidance.

The role involves payments processing, data management, and collaboration across departments to improve experiences for campers and families. Evening/weekend availability may be required.

Qualifications

• Strong written and verbal communication skills with active listening.
• Empathy, patience and sound judgment when assisting customers.
• Attention to detail and data accuracy in registration records.
• Ability to learn multiple technology platforms and CRM systems.
• Experience with payments, accounts receivable or registrations is a plus.

Responsibilities

• Respond to customer questions by phone, email, text messaging and other channels.
• Guide families through the registration process and troubleshoot issues.
• Maintain accurate customer and financial records in registration systems.
• Process payments, refunds, credits and account adjustments per procedures.
• Collaborate with teams to ensure timely registrations and smooth experiences.

Education

High school diploma or equivalent

Associate or bachelor's degree or equivalent

Tools

Microsoft Excel

Job description

Hybrid/In-Person

Hybrid: two days per week in person and up to three days remote after successful completion of training and onboarding

Status

Full-time40-hours, regular, nonexempt

Schedule

Primarily weekdays, with occasional evening or weekend work for events, registration support,and seasonal needs

Pay range

$18-$20 per hour, based on experience

Compensation Package

Medicaland dental insurance; supplemental insurance options; company-paid long-term disability and life insurance; 8 paid holidays and a floating holiday; a week-long closure in December; PTO and personal leave for employees working 30+ hours; and a401(k) retirementsavings plan with company match.Plusdiscounts onday and overnight campprogrammingfor yourchildren.

As soon as available

About the Role

The ideal candidate enjoys helping people,communicatesclearly,paysclose attention to detail,and is comfortable working with both technology and numbers. They approach questions with patience and empathy, take ownership of finding answers,and look for ways to improvecustomerexperience.

WhyYou’llLove Working Here

Your work directly helps children, families,and educators access meaningful Camp Fire programs.

You will be part of a collaborative team that values service, accuracy, problem-solving,and continuous learning.

You will work with a wide variety of programs, including camp, outdoor education,afterschool, summer day camp,andteen programming.

You will have opportunities to improve systems and processes—not simply follow them.

WhatYou’llDo– Key Areas of Responsibility

Customer Support & Experience

Respond to customer questions by phone, email, textmessagingand other electronic channels in a friendly,timelyand professional manner.

LearnCamp Fire programs,policiesand registration processes well enough to provideaccurateinformation and recommendappropriate programsor services.

Listen carefully, clarifyconcernsand take ownership of resolving customer issues or connecting the customer with theappropriate staffmember.

Maintain complete,accuratecustomer records and detailed notes in registration and customer service systems.

Protect confidential customer, participant and financial information and use sound judgment when handling sensitive situations.

Meet established response-time goals,generally withinone business day.

Registration & Data Management

Build andmaintainprogram registrations, forms, sessions, fees,discountsand related details in registration software.

Guide families and participants through the registration process and help troubleshoot technical or account issues.

Review enrollment paperwork and customer accounts for completeness and accuracy.

Run participation, enrollment, payment,and customer service reports as needed.

Maintain high-quality data and correct errors promptly.

Identifyopportunities to improve registration workflows,documentationandthe overallcustomer experience.

Financial Operations

Process program fee payments, refunds, credits,and customer account adjustments accurately andin accordance withestablished procedures.

Review customer accounts for payment discrepancies and help resolve questions related to balances,invoicesand payment plans.

Report unpaid balances andmaintainaccuratecollectionnotes.

Support preparation of deposit, batch, receivable, aging, deferred revenue,and reconciliation reports.

Maintainaccuratefinancial records within registration systems and provide documentation to the Finance team as needed.

Work closely with the Customer Support Manager and Finance team to research and resolve account issues.

Team & Organizational Support

Collaborate with Marketing & Communications, Finance andProgram teams to prepare for registration launches, seasonaltransitionsand special initiatives.

Communicateemerging customer questions,concernsand trends so teams can respond proactively.

Follow customer support, registration,paymentand communication procedures while suggesting practical improvements.

Attend community events, open houses or program activities as needed to provide registration and customer support.

Maintain current knowledge of software, systems, programofferingsand organizational procedures.

Complete reports and assigned tasks accurately and on time.

Perform other duties as assigned.

What Success Looks Like

Customers receivetimely,accurateand caring support and know what to expect next.

Registration,customerand financial records are complete,organizedand reliable.

Payments, adjustments,reconciliationsand reports are handled accurately and on schedule.

Customer concerns are resolved professionally, with appropriate follow-throughand documentation.

Program, Finance and Marketing & Communications teams receive useful information and dependable support.

The coordinatoridentifiesand helps implement improvements that make registration and customer service easier for families and staff.

Required Qualifications

High school diploma or equivalent.

At least two years of experience in customer service, registration, administrative support, accounts receivable,or a related customer-facing role.

Strong written and verbal communication skills, active listening,and a professional phone presence.

Demonstrated empathy,patienceand sound judgment whenassistingcustomers, including those experiencing stressful situations.

Excellent attention to detail and a consistent commitment to data accuracy.

Ability to organize work, manage multipleprioritiesand meet deadlines in a changing, seasonal environment.

Comfort using and learning multiple technology platforms, including Microsoft 365, registration or CRM systems, payment processingtoolsand cloud-based applications.

Basic Microsoft Excel skills, including sorting, filtering and simple formulas, or the ability to learn quickly.

Ability tomaintainconfidentiality and handle sensitive customer and financial information with discretion.

Ability to work independently in a hybrid environment and collaborate effectively across departments.

Reliable transportation and the ability to travel locally for occasional events or program support.

Ability to pass required background screening and drug testing.

Preferred Qualifications

Associate or bachelor’s degree, oran equivalentcombination of education and relevant experience.

Experience with registration,CRMor customer support software;CampBrainexperience is a plus.

Experience processing payments, managing customeraccountsor supportingaccountsreceivable functions.

• Working knowledge of basic accounting principles and financial recordkeeping, including payments, account balances,reconciliationsand reports.

Experiencepreparing financial,enrollmentor customer service reports.

Outbound customer call orcollectionsexperience.

Professionalproficiencyin Spanish.

Physical Requirements & Work Environment

The physical and work environment requirements described below represent those typicallyencounteredwhile performing the essential functions of this position. Reasonableaccommodationsmay be made to enable qualified individuals with disabilities to perform essential functions.

Ability to communicate clearly in person, byphoneand through electronic channels.

Ability to use standard office equipment, including computers,telephonesand copiers, for extended periods.

Ability to remain seated for extended periods and occasionally lift or move up to 10 pounds.

Ability toobserveactivities through sight and sound.

Ability to work occasional evenings or weekends and, at times, outdoors in warm weather during events or program support.

The typical office noise level is moderate; occasional work may take place at program sites or community events.

About Camp Fire First Texas

Camp Fire First Texas is a nonprofit organization with more than 110 years of service in North Texas. We provide out-of-school-time and outdoor learning experiences for children and youth and workforce development for early childhood educators. Across camps, classrooms, community programs and professional learning, Camp Fire helps young people and the adults who support them build curiosity,confidenceand connection.

The Customer Support & Registration team plays an integral role in creating a consistent, welcoming experience for participants across the organization. This position works with every department and supports most Camp Fire programs while remaining part of the Marketing & Communications team.

Our Commitment

Camp Fire First Texas welcomes applicants with a wide range of backgrounds and experiences. We are committed to creating a workplace where employees and the people we serve are treated with respect and dignity. Candidates who meet many—but not necessarily every—qualification are encouraged to apply.

Camp Fire First Texas is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteranstatusor any other classification protected by law.