PT Member Experience Specialist

US Lacrosse Inc
Sparks Glencoe, MD
Jan 21, 2022
Jan 26, 2022
Accountant, IT
Full Time
WHO IS USA LACROSSEUSA Lacrosse, a non-profit organization, is the governing body of men's and women's lacrosse in the United States, leading the US National Teams Program and establishing universal standards. With nearly 400,000 members, we provide national leadership, structure, and resources to fuel and unify the sport's growth and enrich the experience of its players, coaches, officials, parents, and program leaders.USA Lacrosse believes a diverse staff best positions our organization to fulfill its mission. We strive to attract and maintain a team of talented and dedicated professionals who reflect the diverse nature of our membership and the national lacrosse community. We are committed to a staff culture that ensures everyone feels welcomed, valued, and included.POSITION SUMMARYIn this part-time role, the Member Experience Specialist is the "voice" and knowledge hub of USA Lacrosse (USAL) in the contact center and interacts with members, donors, volunteers, Program Leaders, and the public to provide accurate and up-to-date information on services and events offered through USAL. The Member Experience Specialist ensures all individuals who interact with our contact center have an exceptional experience and walk away from their interaction with the information they need.A Typical Day Looks Like Member Experience & Technical Assistance Serves as the voice of USAL and is the primary point of contact for member inquiries via phone, chat, and email.Ensures all member inquiries are answered thoroughly, any necessary follow up is completed, and members have the information necessary to receive ROI from their membership. This includes ensuring all member interactions with USA Lacrosse (USAL) are exceptional.As necessary and assigned, completes outbound calls to members, volunteers, and Program Leaders to provide necessary information and updates.Maintains up to date knowledge of all member services available (ie, insurance, online learning, etc.) and events through USAL (ie, LaxCon, World Championships, etc.) so inquiries can be handled in a prompt and professional manner. This may include making proactive inquiries to other departments to obtain information on upcoming events and sharing that information with the Member Experience team.Completes membership record corrections/updates to ensure all data is accurate and up to date.Completes age verifications of members, including correspondence as needed with parents on member services and events.Provides education to callers on the functionality and navigation of USAL's website.Provides technical assistance and guidance to members using USAL's website and other enterprise systems. This includes alerting the SR Manager, Member Experience and the IT department of any actual or potential bugs with the system and common navigation issues encountered by members and users.Reports any system, web, and/or phone outages or problems immediately to the IT department, including any troubleshooting that was done in attempt to resolve the member issue.Provides assistance to the IT department by conducting internal testing for new implementations and rollouts that will impact the member experience to ensure there are no bugs or navigational issues.Through listening to continual member feedback and direct observations, proactively makes recommendations to the USAL web development team so we can continuously improve our website for an exceptional member experience.Attends events to represent USAL and provide member and public-facing assistance to ensure attendees have an excellent experience.Sales & AdministrationCompletes sales and revenue generating transactions including, but not limited to, accepting donations, processing new and renewal memberships, event-related transactions, and clinic enrollments.Identifies potential donation opportunities during interactions with members, volunteers, and Program Leaders and solicits donations in an unintrusive, polite, and professional manner.Partners with regional field sales team to provide support and administrative assistance, including supporting and educating our Program Leaders, on services offered by USAL.Provides support to the Finance team by processing group payments and making outbound payment collection calls.Provides support as a service intermediary/liaison to customers of "Shopify" for USAL's retail operation to process and resolve returns, exchanges, and refunds.Leadership Proactively makes recommendations for improvements to our member facing systems (ie, USAL's website) to ensure USAL is continually identifying and exploring areas of opportunity for improvement, resulting in an exceptional member experience.Stays up-to-day and current on USAL's events, news, and game developments to provide accurate and timely information to the public and our members.Partners with other departments to represent the Member Experience team and interest of USAL's members for special projects as necessary.Maintains current knowledge of the industry and customer experience best practices to ensure USAL's members are receiving first-in-class service with all interactions.Is This You High school diploma or GED equivalent required. Bachelor's degree in communication, business administration or similar field of study or equivalent combination of education and experience.1 to 2 years of call center, customer service, account management, or sales experience. Experience in a member services environment a plus.Previous work experience in a non-profit, association, or other member-based organization a plus.Proven experience providing excellent customer service and building relationships.Intermediate to advanced knowledge of Microsoft 365 products, specifically Outlook, Word, Excel, and PowerPoint. Prior experience with Sales Force a plus.Strong organizational skills, ability to multi-task, problem solve, meet required deadlines, and exceptional attention to detail and follow up skills.Strong communication skills, including written, verbal, and interpersonal.Ability to exercise discretion and understand how to handle confidential information when necessary.Ability to work both independently and as part of a collaborative team in a hybrid (in-office/remote work) environment in a fast-paced, "roll up your sleeves" environment to deliver results.Strong work ethic with a proactive and "customer first" approach.Ability to present a customer focused and professional persona over the phone and in writing.Willingness to learn about the sport of lacrosse and appreciate the need to develop, grow, and fuel the growth of the sport with diversity, inclusion, and equity in mind.Ability to align with USA Lacrosse's Mission, Vision, and Values and Strategic Plan to support our initiatives and organizational goals.Core Values & CompetenciesWe Influence - Written and Verbal CommunicationWe Serve - Customer FocusedWe Create & Innovate - CreativityWe Collaborate - Peer RelationshipsWe are Humble & Honest - Integrity and TrustWe Embrace Individuality - DiversityWe Have Fun - HumorExpected Hours of WorkUSA Lacrosse's core business hours are 8am to 8pm, Monday through Friday and 10am to 2pm on Saturday. This position is part-time and is generally expected to work a 4 to 6 hour shift between the hours of 8:30am to 5pm, Monday through Friday with alternating Saturday work based on business needs. There may be occasional requirements for longer hours during the peak season and/or on weekends based on events and other business needs.Travel RequirementsTravel is primarily local during the business day, although some out-of-area and overnight travel may be expected.EEO StatementUSA Lacrosse is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, ancestry, sexual orientation, gender identity, disability, veteran status, or any other status/characteristic protected under federal, state, or local law. USA Lacrosse believes diversity and inclusion among our team is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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