Customer Support Coordinator - National Center for Faculty Development & Diversity - Detroit

Are you looking for a role where you can organize, coordinate and improve customer experience? If you are deadline driven with great attention to detail, and enjoy generating quality communications and outreach, please read on!

About Us

The National Center for Faculty Development and Diversity, or NCFDD, is a professional development company that has developed programs and uses technology and to help universities and their faculty progress their careers.

The NCFDD is a mission-driven company focused on helping professors grow and succeed in their careers which helps strengthen the higher education system and improve the faculty, postdoc, and graduate experiences.   

The NCFDD is one of the fastest growing companies in Detroit and the U.S. and has more than 200 university members, and over 120,000 faculty members. The NCFDD offers on-campus workshops, online professional development training, and intensive virtual mentoring programs. Founded in 2010, the NCFDD is based in downtown Detroit, Michigan with a location in Cleveland, OH.

At the NCFDD, we value the contributions, histories, talents, and expertise of diverse communities. We are proud to be an Equal Opportunity Employer, and we strive to build an inclusive and welcoming workplace. The NCFDD does not discriminate on the basis of gender, sexual orientation, race, religion, disability, age, marital status, or national origin.

About the Role

At the NCFDD, you will collaborate with a group of friendly, kind, and dedicated co-workers that are not only committed to the NCFDD’s mission, but also value their work-life balance. 

This position will focus on support, communication strategy, growth, and management related to NCFDD members. With a focus on individual membership, the overall purpose of this role is to enhance the experience of NCFDD members related to communications, training opportunities, and customer service.

In this role, you will:

  • Manage various member communications, specifically a weekly Monday Motivator email
  • Manage individual membership drives throughout the year
  • Work closely with team members to execute member training opportunities
  • Handle incoming member support emails related, but not limited to individual and institutional member account support, NCFDD program support, and membership inquiries
  • Work in the NCFDD database to pull membership data, process payments, and manage general account support
  • Collaborate with team members to develop sales and growth strategies for NCFDD individual membership

About You

  • Bachelor’s Degree / 2-4 Year’s of Experience
  • Team fit, including alignment with and / or adaptable to the NCFDD’s culture 
  • Ability to produce high-level, thoughtful communications 
  • Exceptional customer service skills
  • High attention to detail to ensure excellent quality and accuracy of work
  • Fluency with Microsoft Office (e.g. Excel)
  • Experience with Customer Relationship Management software and email management systems (specifically MailChimp)
  • Proven ability to multi-task and prioritize
  • Deadline driven and ability to communicate 
  • Ability to work both independently and as part of a high-functioning team

Detailed Responsibilities

I. Membership 

  1. Organize and manage individual membership drives
    • Gathering membership testimonials
    • Updating email templates
    • Determine “send to” list
    • Collaborate with team members to plan social media and newsletter promotion
    • Execute “day of” emails
    • Collaborate with team members to determine sales strategy for individual members post-membership drive
  2. Communications
    • Manage weekly Monday Motivator email, including updates to templates/NCFDD website posts
    • Review monthly Newsletter
    • Manage Hiver mailboxes
    • Handle both institutional and individual member-support inquiries
  3. Organize and manage member training opportunities
    • Update and send facilitator contracts
    • Add webinar details to database and website
    • Schedule technology test-runs with facilitator
    • Correspond with webinar participants
    • Manage “back-end” webinar duties the day of
    • Complete post-webinar checklist (video recordings, facilitator payment, etc.)
  4. Manage NCFDD Discussion Forums
    • Correspond with forum moderators
    • General support and maintenance of forums
    • Ensure proper conduct within forums

II. Faculty Programs

  1. Handle all incoming program support inquiries related to the Faculty Success Program, Post-Tenure Pathfinders Program, FSP Alumni Program, and 14-Day Writing Challenge
  • Provide any requested information or forward inquiry to appropriate team member
  • Maintain and execute streamlined program registration process

III. Technology

  1. Utilize NCFDD’s technology platform to pull NCFDD membership data
  2. Utilize email management system for enhanced NCFDD member communications
  3. Utilize Hiver management system to streamline incoming support emails

IV. General

  1. Attend weekly Team Meeting and specific product huddles
  2. Respond and post daily to internal Facebook group, including closing checklist of tasks complete
  3. Work with team members to complete cross-functional tasks on a daily basis

Salary and Benefits

  • Salaried Position and Performance Bonus Eligible
  • Strong emphasis on work-life balance including some flexible home / office working arrangements
  • 14 Days of vacation plus 10 national holidays and 5 days for a Holiday Break between Christmas and New Year’s
  • Monthly Healthcare Stipend
  • Offices located in Downtown Detroit including parking spot
  • Work computer and phone provided, and home office internet reimbursed
  • Participation in team events, including annual Team Offsite, Team Retreat and team dinners and events

To Apply

  • Please send your resume to - thanks!