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Member Services Coordinator

USA Cycling

Application Deadline Ended
Apply by Ended 10/13/2022

Member Services Coordinator | USA Cycling

Member Services Coordinator

USA Cycling


Apply by Ended 10/13/2022

Posted 3 months ago

No Longer Accepting Applications

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Location


Colorado Springs, CO, USA

Job Type


 Job Description

A strong customer service background in a fast-paced environment is essential to success. Experience with a cycling club, national governing body, or another membership organization is helpful.
This position reports to the Member Services Manager and works closely with the marketing, communications, events, and information technology teams.
Core Responsibilities:
  • Provide customer service and support to USA Cycling membership, clubs, volunteers, and internal staff members.
  • Monitor and track customer service issues, relaying feedback to leadership and teammates as needed to ensure ongoing issues are addressed in a timely manner.
  • Take a proactive and data-driven approach to customer service, leveraging knowledge and experience to creatively solve trends in customer complaints/issues.
  • Manage all incoming and outgoing mail (including USPS, UPS, and Fedex), distributing mail to appropriate staff members, and processing membership-related mail.
  • Answer phone calls and respond to general inquiries related to membership, events, and other core business functions.
  • Perform data entry and records processing as required, review documents for accuracy and completeness; document retention of various records, files, and documents; retrieve information upon request.
  • Serve as essential member of the Membership team, providing insight into the membership experience and recommending process improvements on an as-needed basis.
  • Assist Membership Director with development of programs and initiatives.
  • Respond to sensitive and/or elevated customer service issues, requests for information; provide information regarding applicable rules, policies, and regulations. Provide excellent customer service and support to members and membership groups in order to grow and retain membership.
  • Assist members and member groups by providing information and resources to answer their questions and resolve issues.
  • Assist members with license issues, including purchases, renewals, add-ons, citizenship designation, and UCI IDs.
  • Process incoming Upgrade Requests from members.
  • Assist in the production of training manuals, resource guides, and informational materials.
  • Perform these and other duties as assigned.

Qualifications RequiredQualifications Required

  • Associate's degree required, Bachelor's degree preferred
  • Industry knowledge of the sport of cycling is preferred
  • Work experience in a membership-based organization or non-profit organization is preferred
  • Work experience in a customer service role is preferred
  • Clear, concise, professional verbal and written communication skills
  • Must be able to work in a fast-paced, rapidly changing environment, with the ability to navigate high-stress situations and keep composure
  • Ability to manage several projects simultaneously
  • Home office space that allows you to perform job responsibilities in a quiet work area with reliable internet service
  • Demonstrate the ability to work independently with little or no supervision
  • Positive, can-do attitude with an ability to be creative in overcoming resource limitations
  • Ability to think critically about priorities and make smart trade-offs
  • Attention to detail and show commitment to quality results
  • Excellent verbal/written presentation and interpersonal skills
  • Willingness to work non-traditional work hours, including some weekends and holidays
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