Customer Experience Coordinator, Maryland: 2023-2968

The Customer Experience Coordinator (CX Coordinator) will serve as a Headfirst Companies Customer Experience Team Ambassador for our customers, acting as the main customer-facing team member for all phone, email, and in-person communication onsite at your camp location. In coordination with on-site leadership and our Headquarters team, you will ensure customer needs and requests are met, owning the entire process from initiation to completion, bringing our brand to life by delivering only the highest level of Customer Experience. The CX Coordinator is a dynamic communicator and proactive problem solver who is comfortable speaking with anyone, knowing that maximizing our camper experience is at the heart of what we do.

Schedule: 

• In-season: (late June through August): 7:30 am – 3:45 pm Monday – Friday 

• One week of pre-camp training takes place at Headfirst Headquarters in Washington, DC in June

Compensation: $18 / hour

• Bring Our Brand to Life
  • Own Customer Experience for your camp location through phone, email, and in-person interactions with parents and families as the person who knows them best
  • Manage family accounts, accurately and fully capturing and tracking inbound and outbound conversations, requests, inquiries, and enrollments through Salesforce and CampMinder
  • Communicate and collaborate effectively with the Headfirst Headquarters Team and on-site leadership to ensure the delivery and execution of first-class customer service
  • Act swiftly and anticipate how small details may impact a camper’s experience, and work to proactively problem-solve issues as they arise
  • Assist the Aquatics Program Leader in ensuring swim reports are completed in a timely and accurate manner
• Communicate Professionally & Intentionally
  • Call, email, and engage face-to-face with parents and camper families, bringing top-notch attention to detail and care to every interaction
  • Personify the Headfirst mission to help campers achieve their personal best by celebrating each camper’s successes and working through each camper’s individual needs as they arise to ensure we are meeting the standard of excellence promised to all families
• Organize, Not Agonize 
  • Handle the details of daily schedules including coordinating camper drop-off and pick up at your specific site and monitor the completion of camper forms
  • Welcome our new families with phone calls prior to their first day as well as follow up after their last week of camp to close out the experience
• Represent Headfirst for Families & Facility Partners
  • Represent the Headfirst brand daily to families at carpool and to school facility partners throughout the summer by being enthusiastic, hands-on, helpful, and in uniform
  • Actively participate in our efforts to take care of our camp facility and community
• Be an Active Member of the Camp Team
  • Arrive on time, communicate schedule changes promptly, be a loyal and consistent team member who shows up for the campers and your team
  • Execute morning and afternoon carpool as a key player, welcoming each family to camp by name with top notch Headfirst-level energy and coordinated carpool procedures
• Handle the Curveballs 
  • Arrive with a “How Can I Help?” mentality and be willing to lend a hand when needed, potentially taking on other responsibilities as requested

• • Adhere to the Headfirst Cell-Phone free policy, powering down and putting away cell phones for the duration of shift.

Completed at least (2) years at an accredited undergraduate institution or equivalent educational experience.

• Experience: 
  • Majors in communications, business, and hospitality viewed favorably
  • Experience in phone, email, and/or in-person customer service preferred

• Must be able to:
  • Work around small children including, sitting, standing, running, and climbing stairs for the full day
  • Work in hot and outdoor environments while actively supervising campers and participating in dynamic activities for extended periods of time
  • Lift and carry up to 30 pounds occasionally

Headfirst Companies are proud to be Equal Opportunity Employers. We value diversity and inclusivity across our Headfirst community, and we strongly encourage individuals from underrepresented groups to apply.