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Customer Escalation Coordinator (Remote)

Customer Escalation Coordinator (Remote)Customer Escalation Coordinator Job DetailsThe Customer Escalation Coordinator demonstrates the highest-level of customer service, problem-solving and conflict resolution for our members. This position manages all forms of financial inquiries from our members, including cancellation and refund requests. The Member Support Lead uses his/her superior communication and problem-solving skills to resolve common problems that our members face to help them steer towards success with their memberships, while remaining committed to company revenue goals.If you share the passion, energy and appreciation for what sports has done for you, are competitive and goal oriented, and are interested in making a difference in a family's life daily, you are in the right place.
  • Manages all forms of inbound contact (phone calls, emails, texts) from members of the NCSA network.
  • Provides a world-class customer experience to NCSA’s clients.
  • Manages all forms of financial inquiries from current clients, including cancellation and refund requests.
  • Manages all forms of escalations, with the primary goal of resolving problems and issues.
  • Proactively reaches out to at-risk and former members, to help re-engage and retain them.
  • Accountable to client experience as well as company revenue goals.
  • Coaches NCSA student-athletes and families as needed.
  • Bachelor’s Degree or 2+ years of customer service experience
  • World-class customer service skills
  • Exceptional problem-solving skills
  • Organized and detail oriented
  • Strong work ethic with team player attitude and mentality
  • Excellent writing skills
  • Proficiency with Microsoft Word, Excel and Outlook
  • Goal-oriented with a desire to succeed
  • Passionate about college athletics
Benefits & Perks
  • Stay Healthy: Enroll in comprehensive benefits & insurance plans with no waiting period
  • Be Well: Expense up to $65 per month for health & wellness
  • Maximize Savings: Contribute to your 401k retirement savings with company matching
  • Be Comfortable: Enjoy a relaxed casual dress code
  • Give Back: Receive paid time off to volunteer in your community
  • Take Time: Enjoy paid parental leave to bond with & care for a newborn or newly adopted child
  • Stay Connected: Expense up to $350 towards the purchase of a laptop, tablet or computer
  • PAWesome Perk: Enroll your furry friends in our Voluntary Pet Insurance Plan
ABOUT NEXT COLLEGE STUDENT ATHLETE (NCSA)NCSA is the world's largest and most successful collegiate athletic recruiting network. A wholly owned subsidiary of Reigning Champs LLC (, NCSA's 700 teammates leverage exclusive data, proprietary matching algorithms and personal relationships built over nearly two decades as the industry leader to connect tens of thousands of college-bound student-athletes to more than 35,000 college coaches nationwide across 34 sports every year. You can learn more about NCSA at Collegiate Scouting Association, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state, and local laws.
Salary Range
$35,000.00 - 58,000.00
per Year
Salary range estimated by
Phoenix, AZ 85001, US