USA Wrestling
Customer Service Representative – Seasonal Part-Time
USA Wrestling - Part Time
United States · Remote
Client Relations/Customer Service · Operations
1
6
hours ago
General Purpose
USA Wrestling is looking for three Seasonal Customer Service Representatives to provide direct customer service support for USA Wrestling’s event management software, USA Bracketing. This role involves learning and maintaining expert-level knowledge of our event management software to provide the highest quality real-time, hands-on support to our members who are using the software to manage their High School seasons, teams, and tournaments. The Customer Service Representative(s) will ensure quality service is provided with every customer interaction.
The positions are part-time and remote. The positions will cover the season time frame from October 1 to March 31st. The part-time work week will average 20-25 hours per week to ensure that our members and State Associations have support while they are actively using the software.
No candidate will be disqualified due to location, but priority consideration will be given to those who meet all qualifications and are based in Eastern, Mountain, and Pacific time zones.
Duties and Responsibilities
- Provide direct customer service support to state high school associations using USA Bracketing to manage their seasons.
- Provide direct customer service support to our members.
- Gain expert level knowledge on all USA Wrestling software offerings and web pages.
- Collaborate with your teammates and team lead to solve new, interesting and/or difficult customer issues.
- Participate in training and professional development to continually improve your familiarity with USA Wrestling’s software suite and any other skills or tools necessary to improve our service to our membership.
- Manage your own operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.
- Use critical thinking to develop solutions to improve business performance and user success.
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
- Create and update user manuals, webcasts, and training videos related to USA Wrestling’s software suite.
- Other projects as assigned.
Qualifications
- High school diploma or equivalent (required).
- Some post-secondary education or completion of a post-secondary degree with a major in Business, Communications, Education, or the Humanities.
- Experience dealing with customers, the public, and/or administrators, including solving problems and escalating issues, in a professional capacity.
- Experience in wrestling as an athlete, coach, official or in a leadership role with a USA Wrestling state association or USA Wrestling chartered club.
- Experience running wrestling events on tournament software that is currently available.
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner.
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
- The ability to work a variety of shifts, including days, evenings, weekends and holidays.
- Experience using Jira or project management software for ticketing is preferred but not required.
Hiring Pay Range
Compensation commensurate with experience.
$20-25 per hour.
Benefits
Not available for part-time employees.
Physical Requirements
Must be comfortable sitting and standing for long periods of time at events.
Must be capable of lifting up to 40lbs for event set up needs.
Other Information
The USA Wrestling Office is located in Colorado Springs, CO. The person chosen for this position will work remotely with hours assigned for business purposes. While USA Wrestling will permit this position to be remote, the work must be performed at a work site which is situated in a manner and a location that ensures USAW’s confidentiality rights are maintained and the customer service work core to this position is completed consistent with USAW’s professionalism expectations. All USAW related business, whether performed in the office or at a remote work site, must be store and performed on company-provided hardware and software.
USA Wrestling is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
