This position is responsible for providing exceptional customer service and support to USA Cycling membership, race directors, clubs, volunteers, and internal staff in order to process, permit and license USA Cycling events.
1. Review and process all submitted permit applications to ensure all information is complete and meets expectations; review event fliers for accuracy and follow-up to ensure any needed corrections are completed by the race director; process insurance request; assign officials for event permits not handled by a local association; mail permit information and applications to race directors; receive, process, and enter all paperwork affiliated with events; receive, process, and balance post-event paperwork; guide race directors as necessary.
2. Collect on all delinquent events, escalate as necessary, and impose sanctions on race directors that are not compliant with USA Cycling policies.
3. Assist race directors as needed with support for the online registration system, including the setup of payout accounts; and collecting and verifying any ACH paperwork required for payment transactions, and other areas as needed.
4. Field and resolve membership questions and needs in support of an event; provide online registration support; elevate issues to appropriate staff members as needed.
5. Act as a liaison to clubs, race directors, members, insurance providers, Regional Managers, and other internal staff to ensure that all rules and regulations have been followed and proper procedures are in place prior to an event.
6. Perform data entry and records processing work as required, review documents for accuracy and completeness; scan and file various records and documents; retrieve information upon request.
7. Collect, balance, process and route a variety of fees and payments associated with races; Follow-up with appropriate individuals regarding bounced checks.
8. Receive and process results from sanctioned events; field and respond to inquiries from members in regard to missing and/or inaccurate results, rankings, and upgrades.
9. Create, edit, proofread, and disseminate a variety of documents, packets, and forms; Compose original correspondence, memoranda, and department reports; use and develop forms and procedures to develop and issue documents, licenses, invoices, and/or applications.
10. Responds to sensitive or elevated customer service issues and requests for information and assistance; provides information regarding applicable rules, policies, and regulations; resolves citizen concerns and complaints; refers inquiries as appropriate.
11. Support the Membership team by answering phones and support inbox daily during lunch coverage.
12. Process support tickets within department expectations.
Other duties as assigned.
· Knowledge regarding member and club benefits and provisions.
· Solid oral and written communication skills, including excellent telephone skills.
· Ability to work collaboratively and in a team environment.
· Strong interpersonal and teamwork skills.
· Provide excellent customer service and support to membership groups in order to grow and retain membership by permitting and licensing events in a timely and accurate manner.
· Ability to communicate effectively verbally and in writing with all members, race directors, clubs, and staff to respond to their needs in a timely, professional, and accurate manner.
· Ability to multi-task, set priorities, manage own time, monitor progress, and effectively deal with stress and a high-paced environment.
· Ability to analyze and explain rules and regulations, policies, and procedures.
· Ability to maintain records and files.
· Ability to adapt quickly to changes in work priorities and needs with strong attention to detail.
· Ability to perform mathematical computations and reasoning skills to complete the work assigned.
· Skill in utilizing computer software to accomplish a variety of assignments.
· Skill in the application of existing guidelines to a variety of work situations.
· Some travel and weekend work is required.
High school diploma or GED required, college degree preferred.
Two years of prior customer service related experience such as working in a call center.
General office equipment such as a computer, calculator, copier, scanner, and postage machines.
Microsoft Office products
Normal office setting, therefore the noise level in the work environment is usually moderate. The employees may occasionally lift and/or move up to 20 pounds. Specific vision abilities required include both close and distance vision. While performing duties of this position, the employee is regularly required to sit, talk, and hear. The employee is frequently required to use hands to finger, handle, feel and/or reach with hands and arms. The employee is also required to stand and walk to complete tasks and occasionally may climb, balance, stoop, kneel, and crouch to complete tasks.
This is a full-time exempt position located at the Colorado Springs headquarters. Hours are 8:00 AM – 4:30 PM Monday – Friday.
Excellent benefits including medical, dental, vision, paid vacation and sick time, holidays, and the ability to participate in a 403b plan.