Customer Support Coordinator

About PBI Education

PBI Education is a leading provider of continuing medical education and professional development programs for healthcare professionals across the United States and Canada. Since 2001, we have partnered with regulatory bodies, healthcare organizations, professional schools, and employers to provide education that supports clinician competence, professionalism, and safe patient care. Through practical, evidence-informed programs and individualized support, we help healthcare professionals strengthen their skills while supporting the organizations responsible for protecting the public and maintaining professional standards.

About the Role

We are seeking a remote-based Customer Support Coordinator for our expanding continuing medical education (CME) business in Jacksonville, Florida. This role serves as a primary point of contact for healthcare professionals participating in our courses, providing exceptional customer service and administrative support throughout the registration and course participation process. This fast-paced position requires strong organizational skills, attention to detail, excellent communication abilities, and confidence in working with healthcare professionals and executives. Above all, we are looking for a team player with a positive attitude, strong customer service mindset, and the flexibility to thrive in a collaborative, growing organization. The ideal candidate is patient, professional, tech-savvy, and committed to delivering a positive, empathetic customer experience.

Responsibilities

• Serve as primary customer-facing representative to course participants, providing exceptional customer service via phone, email, Zoom, and other communication channels.
• Aid participants with course registration, enrollment, scheduling, payment processing, and general program inquiries.
• Ensure timely follow-up and resolution of participant requests, questions, and concerns.
• Maintain accurate participant records and documentation within company databases and CRM systems.
• Develop and maintain proficiency with company technology platforms to provide basic technical support to participants and troubleshoot issues related to course participation, learning management system (LMS), Zoom, and website registration processes, escalating complex issues when appropriate.
• Conduct brief Zoom technology check sessions with participants to verify system readiness and assist with technical onboarding.
• Support ongoing process improvement initiatives by identifying opportunities to enhance participant experience and operational efficiency.
• Serve as Course Proctor over assigned course weekends to provide administrative support to course faculty and to monitor and enforce participant attendance, engagement, and compliance with course policies.
• Support outreach and partnership initiatives by assisting with relationship-building efforts.
• Cook up information on industry trends and developments, and regulatory needs, providing insight and data to help guide outreach.
• Generate reports and assist with data entry, record maintenance, and information tracking within company systems to support outreach initiatives.

Qualifications

• Required: Bachelor’s degree and 3+ years of experience in customer service, sales, administrative support, participant services, or similar professional role.
• Strong written and verbal communication skills with a high degree of professionalism.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Proficiency with Google Workspace, Microsoft Office, Adobe Acrobat, and virtual meeting technology.
• Experience working with databases and business software systems, including data entry, record management, and report generation.
• Ability to learn new technology platforms quickly and independently.
• Preferred: Experience supporting healthcare professionals, continuing education programs, training organizations, or professional services firms.
• Experience working in a remote or hybrid work environment.
• Experience using learning management systems (LMS), customer relationship management (CRM) systems, or online registration platforms.
• Advanced proficiency with Zoom and virtual meeting technology.

Benefits

• Healthcare stipend
• Health and wellness stipend
• 401(k) with employer match
• Paid time off
• Paid holidays
• Paid parental leave
• Paid home internet expenses
• Company-provided technological equipment

Why You'll Love Working With Us

At PBI, you’ll join a small, passionate team where every team member plays an important role in our success. Although we work primarily remotely, we place a high value on building strong working relationships. The team regularly connects through team events, celebrations, and in-person gatherings are an essential part of our culture. Our culture is one of respect, open communication, continuous learning, and a shared commitment to providing exceptional service to the healthcare professionals and organizations we serve.