Position: Certification Experience Specialist
Reports to: Director of Operations - Certification and Professional Development 

This role serves as a primary customer-facing resource, providing comprehensive support to applicants and members throughout the certification process for tennis and additional racquet sports, as well as professional development and continuing education programs. The position focuses on delivering a positive, seamless member experience by guiding individuals through registration, answering questions, providing timely communication, and ensuring they feel informed and supported at every stage of their journey.

Responsibilities include coordinating member communications, managing surveys and feedback, maintaining accurate records of scores and completion data, and addressing member needs with professionalism and care. Working collaboratively with the Senior Certification Coordinator and Professional Development Coordinator, this role helps ensure smooth departmental operations while fostering strong relationships and a high standard of service for all members.

·         Own the end-to-end member experience for certification and related professional development touchpoints; provide prompt, professional, and courteous support via phone and email.

·         Troubleshoot member technical issues and access problems related to online courses and event platforms (LMS i.e., Blackboard); triage issues, expedite resolution, and communicate status updates to members.

·         Manage an expedited queue for urgent or high-impact member concerns; ensure timely follow-up and resolution. 

·         Review, process, verify, and post test grades, assignments, and completion records within the database.

·         Support in-person and online exam grading, ensuring compliance with certification standards.

·         Assist in developing course materials and ensure they meet organizational standards. 

·         Assist in maintaining Coach Developer contracts and provide guidance on protocols and procedures.

·         Conduct quality control activities for events, including distributing surveys, collecting feedback, and compiling insights.

·         Support the professional development department during peak periods and assist with professional development administration.

·         Contribute to process documentation, continuous improvement, and solutions to member-experience challenges.

·         Additional responsibilities may be assigned as needed to meet organizational objectives

·         Excellent customer service and member-focused communication skills

·         Strong multi-tasking and time management abilities

·         High attention to detail and accuracy

·         Strong analytical and problem-solving skills

·         Strong organizational skills and follow-through

·         Excellent written and verbal communication skills

·         Flexibility and ability to work in a dynamic environment

·         Teamwork capacity across departments 

·         Comfort with CRM, LMS, and communication platforms

·         Bachelor’s Degree in Communication, Business Management, Education, or related field

·         3–5 years of customer service, administrative, or program coordination experience

·         Proficiency with Microsoft 365 and virtual meeting platforms (Teams/Zoom)

·         Knowledge of iMIS, Blackboard, or other CRM/LMS platforms

·         Experience in certification, testing, or credentialing programs

·         Experience playing racquet sports or familiarity with racquet sport programming

This role currently has no direct supervisory responsibilities but may oversee additional team members in the future as programs grow.

This job operates in a professional office environment and routinely uses standard office equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role with occasional filing and lifting up to 25 pounds. Proper ergonomic and lifting techniques are required.

This is a full-time position, Monday–Friday, 8:30 a.m.–5 p.m. Occasional weekends may be required.

One week of travel is required annually for the World Conference. Additional travel may occur for certification or education events.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.