The Customer Service Representative serves as the primary point of contact for all USA Track & Field constituents, providing professional and timely support across departments. This role manages incoming calls and inquiries, maintains accurate documentation of processes and constituent interactions, and assists with membership, club, youth, retail, and event-related requests. The position also performs key administrative tasks such as processing retail refunds, updating membership databases, verifying dates of birth, and entering event registrations. Regular collaboration with department heads is required to share insights and recommend process improvements. Some travel is required to support membership activities at events.
Duties and Responsibilities
- Serve as the first point of contact for all incoming calls and inquiries, providing prompt, professional, and courteous customer service.
- Accurately assess constituent needs and direct inquiries to the appropriate USATF department.
- Maintain up-to-date knowledge of USATF programs, policies, and procedures to support members, clubs, youth athletes, retail customers, and event participants.
- Document all customer interactions and inquiries to support data tracking, trend analysis, and continuous service improvement.
- Develop and maintain clear documentation of processes and workflows associated with the role.
- Manage daily administrative tasks, including:
- Processing refunds, exchanges, and related retail transactions
- Updating membership and club records
- Verifying dates of birth
- Entering and updating event registration information
- Collaborate regularly with department heads to share constituent feedback and recommend process enhancements.
- Provide on-site customer support at select events, including membership-related operations and general event assistance.
- Ensure all responsibilities are completed accurately, efficiently, and in alignment with USATF standards and service expectations.
QUALIFICATIONS: .
- 4 year degree required.
- 1-2 years’ professional experience, preferably within a Customer Service environment such as a Call Center, or as a Receptionist. ·
- Knowledge of Microsoft Office software, including Word, Excel and Outlook.
- Strong written and verbal communication, interpersonal, and customer-service skills.
- Excellent organizational and time-management skills.
- Ability to work accurately and meet deadlines with frequent interruptions.
- Proactively seeks process improvements.
- Must be able to pass a background check and drug test
PHYSICAL DEMANDS:
- Ability to lift up to 35 pounds. Ability to stand for long periods of time. Ability to walk long distances.
NON-PHYSICAL DEMANDS:
- May have to travel occasionally for work
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.
