Reports To - Executive Director
Position Summary
The Customer Service Agent is responsible for delivering a positive, informed, and timely member experience through effective communication and administrative support. This role serves as the primary liaison for members, addressing inquiries related to membership, events, and general information, while utilizing ZenDesk to manage support tickets and ensuring alignment with Powerlifting America’s mission and standards.
Employment Type - Part-Time
Compensation
• Starting hourly rate: $15/hr
• Performance evaluations and potential wage increases at 3, 6, and 12 months
Key Responsibilities
- Member Communication
- Respond to emails sent to [email protected] with professionalism and accuracy
- Address member inquiries regarding registration, renewal, eligibility, and access
- Provide event-related information, including deadlines, logistics, and registration status
- Escalate complex or sensitive issues to the Executive Director or designated committees
- ZenDesk Support Management
- Monitor and resolve support tickets in a timely manner using ZenDesk
- Maintain and update the library of templates and standard replies
- Report on key support metrics, including response time and member satisfaction
- Clerical and Administrative Tasks
- Draft letters of verification, announcements, and other documents as assigned
- Assist the Media Team with newsletters and event updates
- Maintain internal organizational calendars for events, communications, and renewals
- Website Support
- Provide support for Powerlifting America’s website, including troubleshooting basic user issues and coordinating with the technical team for advanced issues
- Update and manage content on the website using WordPress, ensuring accuracy and consistency with organizational branding
- Strategic and Compliance Support
- Ensure all messaging aligns with Powerlifting America’s mission and standards
- Identify patterns in member inquiries and submit reporting data to inform potential policy development
- Maintain confidentiality and uphold professional conduct in all communications
Minimum Qualifications
- High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred)
- 2+ years of experience in customer service or nonprofit administrative roles
- Strong verbal and written communication skills
- Proficiency in ZenDesk, Microsoft Office 365, Teams, Google Workspace, and WordPress
- Familiarity with Powerlifting America’s mission and the sport of powerlifting
- Knowledge of website support and content management using WordPress
Personal Attributes
- Demonstrated integrity, discretion, and accountability
- Friendly, service-oriented attitude
- Reliable follow-through and attention to detail
- Commitment to clear, inclusive, and ethical communication
- Team-oriented with the ability to work independently
We 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.
