Coordinator, Customer Experience - Marriage

Overview

Scope of Position: The Coordinator, Customer Experience – Marriage will provide customer support with an emphasis on maintaining relations with potential and future guests, as well as general office administration to ensure a second-mile service experience for WinShape Marriage customers.

Reports to: Team Leader, Customer Experience – Marriage

WinShape Foundation is a Biblically-based Christian non-profit organization that seeks to glorify God by creating transformational, Christ-centered experiences for people in every stage of life. We do this through five core ministries that each use scriptural truth to offer summer camp, foster care, team and leader development, college student discipleship, and marriage enrichment. To view our full Statement of Faith, click here.

Responsibilities

• Serve as the primary point of contact for guest inquiries, providing day-to-day support through phone, email, and other communication channels while escalating complex issues as needed.
• Manage guest registrations and maintain accurate guest records within Cvent, including registration approvals, updates, and routine processing for WinShape Marriage events.
• Administer guest experience processes, including waitlists, transfers, cancellations, discounts, scholarships, retreat gifts, and other registration-related requests.
• Maintain the accuracy of guest financial and registration data, including payments, refunds, transfers, and account adjustments, to support reporting and audit requirements.
• Partner with event planning and operations teams to ensure accurate guest information, rooming needs, dietary accommodations, accessibility requests, and event readiness.
• Execute guest communication plans by coordinating pre-event (90/60/35-day) emails, responding to guest needs, and supporting a seamless retreat experience.
• Create exceptional guest experiences by coordinating personalized guest touches, special requests, and "second-mile" moments in collaboration with internal teams.
• Provide administrative and operational support to the WinShape Marriage team, including coordinating meetings, maintaining calendars and files, preparing materials, and supporting day-to-day team operations.

Qualifications

• Bachelor’s degree or equivalent experience
• 1+ year of customer service experience
• Outstanding interpersonal and communication skills, including telephone, email, correspondence and face-to-face communication
• Ensures a high level of professional presence during guest-facing communications by maintaining an environment conducive to uninterrupted, sensitive, and high-quality dialogue.
• Intermediate level of proficiency in Microsoft Word, Excel and Outlook
• Demonstrates ability to create solutions to complex problems
• Process-driven and detail-oriented
• Ability to travel between Rome, Georgia and Atlanta, Georgia regularly
• Agrees with the WinShape Foundation Statement of Beliefs, is a self-professing Christ follower, actively involved in a Christian faith community and actively pursuing Christ on a consistent basis.
• Must hold or obtain a valid driver’s license for the state in which they are hired and have an acceptable driving record.
• Attend WinShape Foundation gatherings and events, including but not limited to the ONE Conference, Fall Rally, town halls, and other meetings as communicated by the leadership team.