Customer Service Team Member/SMART Support

JOB TITLE: Customer Service Team Member/SMART Support

LOCATION: Arlington, TX

POSITION TYPE: Full-Time

FLSA STATUS: Non-Exempt

REPORTS TO: Customer Service Manager

WORK HOURS: Monday – Friday 8:00am – 5:00pm, ability to work weekends and/or extended hours as needed.

WHY WORK FOR USBC:

If you're passionate about your work, thrive in a positive office culture and get excited about bowling, then the United States Bowling Congress wants you! We’re looking for someone who is ready to start an interesting, challenging, and rewarding career with us at USBC. We offer a fulfilling and dynamic workplace with great benefits.

Become part of A Future For The Sport!

POSITION SUMMARY:

The Membership Services Team provides front line customer service efforts for USBC as it relates to the one million USBC members, 1,400 local and state bowling associations, 200k+ SMART recipients and over 3,000 providers. The entire bowling industry relies on these team members, as they work together to provide services and solutions to all bowling integers.

DUTIES/RESPONSIBILITIES:

• Answer phone calls from members, SMART providers and recipients, proprietors, associations, and other integers of the bowling industry.
• Assist recipients and providers with the SMART Portal (requesting scholarship funds/entering lists and amounts) as well as understanding policies and procedures.
• Follows written processes and procedures for approving/denying: Grant applications and requests for reimbursement, off-campus housing, and student loans. Confers with SMART Compliance Analyst on questionable requests.
• Processes daily mail/checks for SMART finance manager and submits scholarship lists as needed. Report all RVP and/or misuse of funds to SMART Compliance Analyst.
• Provide excellent service to customers through email communication to members and associations.
• Make outbound calls to customers to assist with organizational programs when needed.
• Complete tasks assigned as part of the Membership Services Team including check requests, membership reconciliation, and membership fulfillments.
• Research and troubleshoot issues related to member service needs.
• Look for efficiencies which can be executed by adjustments to processes.
• Provide cross functional information and support with various departments such as IT, Internal Services, Marketing, Rules, Youth, etc.
• Data processing for honor score awards and yearly high score awards in bowling.
• Other duties as assigned by leadership.

SUPERVISORY RESPONSIBILITIES:

• This position has no supervisory responsibilities.

KNOWLEDGE, SKILLS, AND ABILITY REQUIREMENTS:

• Advanced writing skills.
• Ability to use standard office software and equipment including Microsoft Office products (intermediate level).
• Ability to work independently with little supervision.
• Ability to multi-task in a professional manner.

EXPERIENCE AND OTHER REQUIREMENTS:

• High school diploma or GED.
• 2+ years customer service experience preferred.
• Bowling knowledge is a plus.
• Must pass the RVP program and maintain a “Green Light” status.
• Must adhere to the Code of Conduct of the USBC Registered Volunteer Program is a condition of employment and continued employment.

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
• Occasionally required to move about inside the office and offsite locations.
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
• Light work that includes occasionally lifting/moving objects up to 30 pounds.

COMPENSATION/BENEFITS:

• Compensation paid commensurate on experience.
• Benefits (Health, Medical, FSA, HSA, Dental, Vision, Life, 401(k) + match, PTO, Holiday Pay, and more.

TRAVEL: None

                                                                                                      Revised: 11/08/2024