Customer Service and Database Management
- Handle all athlete inquires via email or phone both pre and post events, as well as onsite
- Work directly with Athlete Services manager and/or Director of Athlete and Information Services to resolve any complaints, issues or problems
- Enforce WTC rules including withdrawal/transfer policies
- Keep record of special circumstances leading up to and during event week
- Establish a working relationship with the race director, volunteer coordinator, and onsite staff
- Take appropriate actions to ensure athlete has a memorable experience during event week
- Confer with athletes via telephone or in person in order to provide pertinent information
- Assist with post-race shipping requests (t-shirts, bags, hats, medals, etc…)
- Work directly with the Race Director and Information Services Coordinator on all informational collateral pertinent to their assigned races (athlete guides, spectator guides, traffic impacts, etc…)
- Work directly with the Website Content Coordinator to ensure accuracy on all assigned event pages.
- Process all transfer requests for assigned events, per the North American Transfer Program
- Process all refunds for assigned events
- Ensure that all athletes who received Event Registration Protection approval are removed from the appropriate events (including removing their onsite materials)
- Work directly with any Physically Challenged and Handcycle athletes to ensure their needs are known and met before, during and post-race
- Work directly with the Professional Liaison to ensure a streamlined process for all Professional Athletes
- Submit athlete database to Merchandise team for product development
- Submit athlete database to Account Manager for Event Program production
- Event Lead
- Assigned 7-9 events during the event season in which this individual will oversee from an Athlete Services standpoint
- Oversee all aspects of athlete check-in including packet and bag stuffing and collection/verification of USAT
- Inventory all department items to ensure each of the shipments received match up to the order
- Ensure that supply trailers are fully stocked with appropriate materials post-race. Work directly with appropriate staff members on any orders that must be placed to fulfill any shortages
- Work alongside the Athlete Development, VIP and Account Management team to ensure successful implementation of special programs and sponsor initiatives
- Training of volunteers to aid in check-in process
- Maintaining an organized and timely process to get athletes checked in as quick and accurately as possible.
- Ensure signature of all waivers
- Slot allocation and roll down including receiving payment for qualifying events
- Assist staff on race day on an as needed basis per the Athlete Services Director, Race and Regional Director
- Ship waivers, race swag and post-race materials to the appropriate office
- Develop Athlete Check-in layout in order to maximize efficiency
- Handle all questions, concerns and issues throughout the Athlete check-in process
- Oversee all aspects of Athlete Check-in
Event Assist
- Event Assist is responsible for traveling to designated events and assisting Event Lead on all tasks and duties during event week
Slot Allocation & Roll-down
- Handle distribution of World Championship slots during the scheduled times
- Distribute remaining slots via Roll-down
- Work directly with Global Operations Coordinator on the receiving the correct qualification spreadsheet with passwords, as well as qualification letters
- Receive slot allocation distribution spreadsheet and results from Timing
- Submit completed spreadsheet to Global Operations Coordinator immediately post-race
- On-Site Registration
- Oversee onsite registration process for following year’s event, including the training of volunteers
- Update, print and distribute on-site registration letters and volunteer instructions
- Monitor iPads and make sure they are working properly after each use – notify Athlete Service Manager of any issues
Job Requirements
- Bachelor's degree from an accredited institution; or one to two years related experience and/or training; or equivalent combination of education and experience
- Vast knowledge of present industry sports trends and understanding of industry benchmarks
- Experience in project management and event coordination
- Demonstrated ability in leading and mentoring a team to achieve results
- Strong analytical, interpersonal, communication (both verbal and written) and presentation skills
- Problem analysis and problem resolution at a functional level
- Ability to think quickly, strategically, organize and manage multiple priorities
- Ability to work in a fast-paced environment
- Demonstrated commitment to company values and mission
- Knowledge of Microsoft Office applications
- Demonstrated professional ethics and demeanor at all times
- Ability to work in an open-concept office with little privacy
- Ability to travel for 1-2 weeks at a time, including weekends
- Ability to lift 25-40 pounds
- Work Environment
- Office Environment is an open floor plan with little privacy
- Average weekly workload is between 40-60 hours, but may commonly require long hours including evening and/or weekend hours throughout the year
- When at an event, employees may be exposed to adverse weather conditions and long on-site hours
- When traveling to an event employees will share hotel rooms, flights, taxis and rental cars
