Customer Service Coordinator

Collegewise is a leading independent college admissions counseling company that helps high school students navigate the application process. Collegewise prides itself on empathetic customer service that often leads to increased customer referrals and strong testimonials. One of the ways we achieve such success in customer service is by speaking directly with families when they are experiencing a concern or frustration.  

Collegewise is seeking a fluent English speaker and writer to join our college counseling team as a Customer Service Coordinator. We’re a US-based company specifically seeking candidates in Canada or the US. 

About the Role
As a Customer Service Coordinator at Collegewise, your role is ensuring the timely and efficient handling of incoming customer concerns. You will handle inquiries, troubleshoot issues, and ensure that every interaction reflects the professionalism and warmth that defines Collegewise. Your empathetic ear and ability to prioritize both customer satisfaction and internal business objectives will help drive positive customer experiences and, thus, great counseling outcomes. This position is highly cross-collaborative with service delivery teams in both counseling and tutoring. You will become beloved by your colleagues who value the care you put into each customer interaction and subsequent resolution. 

This role is ideal for someone who thrives in a fast-paced environment, genuinely enjoys helping others, loves phone calls, and is not afraid to have direct, sometimes challenging, conversations. 

The Customer Service Coordinator must be comfortable working flexible hours, including some evenings and, potentially, weekend hours to accommodate customer schedules. 

Core Responsibilities:

• You will be the main point of contact for Collegewise families when a question or concern arises with their enrollment, subsequently acting as a collaborative partner between them and the wider Collegewise team of counselors, tutors, and coordinators. Typical inquiries include refund requests, counselor reassignments and program clarifications. Proactive management of concerns or escalations, as well as efficient and timely resolution, will be key.
• As the first point of contact for customer concerns, you will be given resolution resources and the autonomy to decide how best to achieve meaningful alignment between the family’s expectations and Collegewise’s deliverables. When escalation is needed, you will work closely with the Counseling Team Leads to determine the proper steps to take.
• You will coordinate counselor reassignments for students as needed, working closely with counselors and managers to ensure smooth transitions and preserve the family’s trust in Collegewise.
• Following organized and transparent processes, maintaining detailed and accurate records of customer interactions using a variety of systems, as well as collaboratively iterating to improve those systems, is essential.
• Administer regular Net Promoter Score surveys, follow-up with detractor submissions, and make appropriate service improvement recommendations to Counseling Team Leads.   
• We’re looking for someone who has the ability to identify recurring customer feedback and report insights weekly to the Counseling Team Leads to inform service improvements.

How We Approach Customer Service at Collegewise

You would not be joining a call center with a script to read or an inflexible protocol to follow; we treat customer service as an investment, not an expense. When a Collegewise customer isn’t happy, they deserve to be heard by a caring, empathic human being who communicates like one and genuinely wants to help fix what isn’t working.  Customers aren’t always right, and there will be times you don’t agree with their complaint or are unable to give them what they want. But great customer service means that even in those cases, your responsiveness, ability to listen, and skillful communication will deepen their trust in Collegewise. And you’ll be given the training, parameters, and support to find solutions that work for both the customer and the company. 

How You'll Know You're Crushing It (KPIs):

• Preserving Enrollment Dollars and Minimizing Revenue Lost: This role plays a key part in keeping families within the Collegewise ecosystem. That means stepping in at critical intervention points—whether it's clarifying expectations, coordinating a counselor and/or product swap, or finding creative, policy-aligned ways to re-earn a family's trust. The goal is to preserve enrollment wherever possible and minimize revenue loss. Success in this area will be measured by the percentage of bookings unwound and cash refunded within this category, with a focus on maintaining a fair but firm approach to refund decisions and exploring alternative solutions when concerns arise.
• Efficient Communication: Response time for communications with concerned Collegewise families, measurable via email tracking within our CRM (Hubspot) and other project management tools. 
• Internal Collaboration: Working productively in a team environment to provide positive customer service outcomes externally and strong insights or recommendations internally to improve our processes overall as a result. 

Salary
The salary range for this position is $96 - 110k CAD ($70 - 80k USD) a year, with the potential for performance-based bonuses tied to relevant KPIs. One of our most important criteria when evaluating where a candidate falls within that range is the degree to which you’ve already demonstrated the ability to improve a customer’s experience. This is less about having the right experience than it is about the impact you make in whatever job you’ve held (there’s a 7-Eleven in Shirley, New York that sells a franchise-record 2500 cups of coffee a day, not because they have great coffee, but because they have Dolores, a counter clerk who greets every customer by name). What matters to us is the ability to make that positive impact—to use what might even be just one interaction with a customer and somehow find a way to improve both their day and their impression of your organization. 

We want to hear from you
If you’re excited about this opportunity but unsure if you’re the right fit, we hope you’ll take a shot. There is no such thing as a perfect applicant (or a perfect job, for that matter). And we promise to give a fair and thorough read to every applicant who takes the time to submit a thoughtful application to us.

We also understand that the more we embrace diversity of age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective, the stronger the company we’ll be able to build together. Creating an environment where everyone, from any background, can do their best work is the right thing to do. And we hope you’re excited to embrace and contribute to our efforts.

How to apply
If your interest is piqued, please start by writing us a cover letter that tells your story. What role has customer service played in your professional life? How have you made things better for customers you serve? What excites you about this job at Collegewise? 

Then submit your application to the right. When you paste your written answers into text boxes, your formatting will hold up when we see it (but if it doesn’t, we’ll blame the text box, not you).

Clear and compelling writing is a foundational skill for this job, and you’re more interesting than a generic “insert-name-of-company-here” letter. So please use your letter and the written responses in our application as opportunities to show us how you value the written word, especially when establishing rapport with someone at work. You might also consider checking out our five tips for job-seekers.

Questions?
Feel free to email us at [email protected] (please no phone calls). We promise to respond to you quickly.

Thanks for reading our post. We’d love to hear from you, but if we don’t, we hope you find the perfect professional fit someplace else.