Job SummaryThe Coordinator, Member Services position serves as a contact for all member questions relating to member registration, officials tracking system, online meet entry, times, reports, and other programs. Additionally, this position will be responsible for creating instructional and FAQ guides for members/clubs and training internal staff on upcoming features and enhancements to the membership system.Essential Duties & Responsibilities
- Serve as primary customer support representative for member support to include phone calls and online submitted tickets.
- Resolve member support tickets from families, parents, athletes, coaches, and volunteers including but not limited to, registration, Officials Tracking System, times, reports, etc.
- Utilizing FreshDesk, respond to support requests from end users to resolve application and software issues.
- Assist Communications team with digital transformation communications to stakeholders.
- Determine solutions for LSC/Club SWIMS database needs and services to be provided.
- Identify efficiencies and patterns to improve membership success through the Online Member Registration (OMR) process.
- Become a business rules expert who understands the USA Swimming rulebook in relation to the SWIMS software.
- Responsible for identifying SWIMS issues and enhancements.
- Works with the LSCs and USA Swimming staff to implement changes.
- Maintain updated membership codes in SWIMS 3.0 for all LSC Boards of Directors, national committees, and other designated groups.
- Maintain user guides and make sure documentation stays up to date as additional features and enhancements are implemented.
- Assist Manager, Membership Affairs on the creation of the annual demographics report.
- Assist with the preparation and publication of USA Swimming's rulebook. Compile information, updates, and proofs the rulebook prior to printing. Work with the printer to facilitate distribution of rulebook.
Other Duties:
- Provide registration reports as required.
- Assist in creating and distributing the quarterly LSC Registrars Newsletter.
- Participate in all scheduled calls with the Registration/Membership Committee.
- Assists in maintaining national committee rosters.
- As requested, assist in supporting committees, special projects, and other programs.
Required Skills & Abilities:
- Excellent verbal and written communication skills.
- Ability to function well in a high-paced environment.
- Exceptional interpersonal skills.
- Advanced sales and customer service skills.
- Excellent time management skills with the ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Ability to gain full understanding of all aspects of the SWIMS 3.0 software.
Education & Experience:
- Bachelor's degree in sports management, related field, or equivalent preferred.
- Minimum 1 year of experience working in high volume customer support.
- Experience working with support ticketing software required.
- Knowledge, familiarity, and experience with the USA Swimming building model.
- Understanding or experience of National Governing Bodies (NGB's) structures, roles, and objectives in relation to the Olympic Movement and athlete relations.
Physical Requirements:
- Must be able to travel, both domestically and internationally, up to 5% of the year.
- Must be able to lift up to ten (10) pounds.
- This position works in an office setting in the USA Swimming headquarters office in Colorado Springs, CO; must be willing to relocate to Colorado Springs, CO, or the surrounding area.
Salary & Benefits:
- Salary range for this position is $$24.00 - $28.00 per hour
- Bonus Eligibility: Based on company performance, this position may be eligible for an annual target bonus of 5.0%
- Benefits available include:
- Medical, dental, and vision
- Company paid short-term and long-term disability
- Company paid group term life and AD&D insurance
- Paid Parental leave
- Paid Family Medical Leave
- 401 (k) w/match after 1 year of service
- Profit sharing and safe harbor match after 2 years of service
- EAP
- PTO
- 15+ paid holidays
Anticipated Application Deadline: November 1, 2024We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.Job Questions:
Are you currently, or have you ever been, a member of USA Swimming?Are you willing to locate to the Colorado Springs area?