The Coast Guard has extended the time that you can contact the National Maritime Center (NMC) customer service center team by an hour and a half.
Starting September 30, 2024, mariners as well as third parties from employers, support organizations, and Merchant Mariner Credential (MMC) application consultants now have until 5:30 p.m. eastern / 2:30 p.m. pacific to contact the Coast Guard with general credentialing questions.
This makes the new hours for the NMC Customer Service Center Monday through Friday: 8:00 a.m. to 5:30 p.m. ET / 5:00 a.m. to 2:30 p.m. PST.
This expanded access to the customer service center will be available via phone 1-888-IASKNMC (427-5662) or you can use Live Chat.
According to the Coast Guard, the Customer Service Center is the busiest around midday eastern, so they recommend calling between 8:00 a.m. and 9:00 a.m. eastern / 5:00 a.m. and 6:00 a.m. pacific for the fastest service.
"As the national shortage of merchant mariners continues, any little bit helps. I am so happy the Coast Guard has expanded access for mariners on the West Coast,” said Sarah Scherer, VP of Pacific Coast Operations at the Transportation Institute, “this added time will allow mariners to solve problems with their USCG applications faster so they can get back to work.”
There are also alternatives you can use instead of waiting to work with a team member from the NMC Customer Service Center.
The Coast Guard recommends using the NMC Check Your Status tool to verify the status of your application instantly, without the need to call in as well as using the NMC Credential Verification Tool to verify the validity of your credential if there are questions about your Merchant Mariner Credential.
The NMC Live Chat chatbot is available 24/7 and it can assist with many inquiries, providing immediate answers without the need to wait for a representative.
If you are unable to reach the Coast guard by phone or NMC Live Chat, you can also email them directly for a status update or questions at [email protected]. Be sure to include your full name, mariner reference number, and any relevant details to help avoid delays in processing your request. This is the slowest way to get information back and their response will vary based on their email volume.
The Customer Service Center, which is operated by Insight Technology Solutions, LLC, is a Contractor for the U.S. Coast Guard’s National Maritime Center in Martinsburg, WV. The team at the Customer Service Center are able to provide general credentialing information such as a mariners application status, guidance on following the NMC checklists on how to apply for MMCs and help with scheduling tests at the Regional Exam Centers.
The team at the Customer Service Center do not evaluate qualifications or process applications but they are able to guide you to the appropriate personnel for further support.
It should be noted that all of the general credentialing information provided by the team at the Customer Service Center is readily available on the National Maritime Center website and the information from the Customer Service Center is intended solely for guidance, remaining subject to evaluation upon submission of a complete application.
The Coast Guard's extended customer service hours represent a commitment to streamlining the credentialing process for mariners. This focus on accessibility will contribute to a more efficient and navigable experience for the maritime workforce, allowing mariners to focus on their vital roles on the water. As the maritime industry continues to evolve, the Coast Guard's commitment to clear communication and efficient processes will be instrumental in ensuring a thriving American maritime transportation system.
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