Customer Care Coordinator

Summary Description: Graduate Management Admission Council (GMAC™) is a mission-driven organization, with a vision to be the global leader in ensuring every talented person can benefit from the best business education for them. The organization’s priority is to heighten its impact in promoting graduate management education and attracting a qualified and diverse candidate pool from around the world. The Customer Care Coordinator plays a key role in supporting day-to-day customer care operations by resolving complex customer issues, guiding third-party support teams, improving processes, and assisting with the management of AI-powered service tools and workflows. This role combines hands‑on customer support with operations, reporting, and continuous improvement. Success in this role requires strong organization, analytical thinking, comfort working with systems, data, and changing priorities, and a proactive approach to enhancing the customer experience. Key Responsibilities: Customer Support 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. Operations and Process Improvement 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. Reporting and Analysis Build, maintain and share reports on ticket volume, backlog, service levels, and team performance as requested. Analyze trends and recommend operational improvements. General Other responsibilities and duties, as assigned. Minimum Requirements: High school diploma or equivalent. 3 years’ experience in customer service, support operations, customer success, retail, hospitality, or similar environments. Strong analytical and problem‑solving skills. Experience improving processes or workflows. Comfortable using data and reports to make decisions. Strong written and verbal communication skills. Excellent interpersonal skills; ability to interact with a wide variety of people using diplomacy, tact and discretion. Excellent organization and time management skills. Ability to manage multiple priorities in a fast‑paced environment. Strong attention to detail. Ability to work independently and across teams. Ability to work in‑office and remotely according to GMAC’s hybrid work environment. Desired Skills/Experience: Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk). Experience with AI‑powered customer service tools, chatbots, workflow automation, or knowledge base platforms. Technical troubleshooting experience. Familiarity with dashboards, reporting tools, or Excel‑based analysis. Experience working with outsourced or third‑party support teams. Positive, consistent, and proactive problem solver. Pay Range: $24.62 to $30.77 per hour, commensurate with relevant skills, experience, and qualifications FLSA Status: Non‑Exempt Report to: Senior Manager, Customer Care 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. #J-18808-Ljbffr US001 Graduate Management Admission Council