Customer Care Coordinator

Job Title: Customer Care Coordinator
Organization: American Retirement Association
Location: Hybrid (On-site 3+ days/week, Arlington, VA) or Remote
Position Type: Full-Time | Non-Exempt

Reports To: Director of Customer Care

About Us

At the American Retirement Association (ARA), we are dedicated to empowering retirement professionals to help all Americans achieve a secure retirement. We do this through education, advocacy, and innovation. Join our collaborative, mission-driven team and help shape the future of retirement in America.

Position Summary

In this role you'll be a go-to resource for our members and customers. You'll answer their questions, fix problems, and help them get the most from what we offer. If you like helping people, keeping things organized, and making each conversation a good one, we'd like to hear from you.

Key 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.
  

Qualifications

• 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.
  

Why Join Us?

We’re a purpose-driven organization that values innovation, collaboration, and meaningful impact. As the Customer Care Coordinator, your work will directly support our mission and enhance the way we connect with our community.

We offer:

• Competitive salary
• Comprehensive benefits
• Hybrid workplace

Employee Benefits

ARA offers its full-time employees a robust benefits package that includes:

• 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

Equal Opportunity Employer

American Retirement Association is an Equal Opportunity Employer. American Retirement Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Ready to Make an Impact?

Apply now to join a team that’s helping build a secure retirement future for millions of Americans.