Member Experience Specialist

WHO IS USA LACROSSE

USA Lacrosse, a non-profit organization, is the governing body of men’s and women’s lacrosse in the United States, leading the U.S. National Teams Program and establishing universal standards.  With nearly 400,000 members, we provide national leadership, structure, and resources to fuel and unify the sport's growth and enrich the experience of its players, coaches, officials, parents, and program leaders. 

USA Lacrosse believes a diverse team best positions our organization to fulfill its mission. We strive to attract and maintain a team of talented and dedicated professionals who represent the diverse nature of our membership and the national lacrosse community.  We are committed to a team culture that ensures everyone feels welcomed, valued, and included.

Core Values

• We Influence - Written and Verbal Communication
• We Serve - Customer Focused
• We Create & Innovate - Creativity
• We Collaborate - Peer Relationships
• We are Humble & Honest - Integrity and Trust
• We Embrace Individuality - Diversity
• We Have Fun – Work Hard and Play Hard

If this aligns with who you are and what you are looking for in an organization, keep reading. 

POSITION SUMMARY

USA Lacrosse is looking for a Member Experience Specialist to join our team.  This role is the voice, face, and knowledge hub for USA Lacrosse, providing customer service and information on all we do for our members including coaches, officials, players, fans, donors, volunteers, Program Leaders, and any other constituents.  The Member Experience Specialist will provide up-to-date information on services and events offered by USA Lacrosse via phone and email.  Our Member Experience Specialist gets to interact verbally and in writing, ensuring everyone who interacts with us gets best-in-class service, arming them with any information they need so they have an exceptional experience, feeling valued as members of USA Lacrosse. 

We are looking for an outgoing, effective communicator who can handle both positive and challenging interactions with customers and who is passionate about providing an exceptional customer experience.  If you are looking to work with a team of passionate, talented, and dedicated professionals for a mission-based organization who is dedicated to fueling the growth of lacrosse for athletes, coaches, officials, and fans, keep reading!

A Typical Day Looks Like…

• Serves as the "voice" and "face" of USA Lacrosse to our members and the public by answering member inquiries and following up as necessary; this includes communication via phone, email, and chat.
• Maintains current knowledge of all member services offered (i.e., insurance, online learning, programs, event information, etc.).  This may include outreach to other internal team members to get information on upcoming events and/or programs.       
• Maintains member database information (i.e., member updates/corrections, age verification, etc.). 
• Helps members troubleshoot and navigate the website to find what they are looking for. 
• Completes sales transactions such as accepting donations, processing new and renewal memberships, processing event-related transactions, and clinic enrollments. 
• Makes suggestions for improvements to our member facing systems (i.e., USA Lacrosse's website) and offerings to align with what members are looking for.    
• Stays current on USA Lacrosse's events, news, and game developments to provide information to our members and the public.
• Partners with other departments to represent the Member Experience team and interest of USA Lacrosse's members for special projects as necessary. 
• Attends events as necessary to represent USA Lacrosse and provide member and public-facing assistance so all attendees have an excellent experience. 

Is This You…

• 1 to 2 years of call center, customer service, or account management experience.  Experience with heavy phone work a plus.
• Previous work experience in a non-profit, association, or other member-based organization a plus. 
• Proven experience providing excellent customer service and building relationships over the phone and in writing.  This includes the ability to assist customers who may not be happy by troubleshooting with them to resolve any issues and/or concerns.    
• Intermediate to advanced knowledge of Microsoft 365 products, specifically Outlook, Word, Excel, and PowerPoint.  Prior experience with Salesforce a plus.
• Strong organizational skills, ability to multi-task, problem solve, meet required deadlines, and exceptional attention to detail and follow up skills. 
• Strong communication skills, including written, verbal, and interpersonal.
• Ability to exercise discretion and understand how to handle confidential information when necessary.
• Ability to work both independently and as part of a collaborative team in a hybrid (in-office/remote work) environment in a fast-paced, "roll up your sleeves" environment to deliver results. 
• Strong work ethic with a proactive and "customer first" approach. 
• Ability to present a customer focused and professional persona over the phone and in writing.   
• Willingness to learn about the sport of lacrosse and appreciate the need to develop, grow, and fuel the growth of the sport with diversity, inclusion, and equity in mind. 
• Ability to align with USA Lacrosse’s Mission, Vision, and Values and Strategic Plan to support our initiatives and organizational goals. 

Expected Hours of Work

This position is generally expected to work Monday through Friday from 8:30am to 5:00pm and occasionally requires longer hours or weekend work as related to events and other business needs.  This is a hybrid position and works from the headquarters office in Sparks, MD three (3) days a week with the flexibility to work from home two (2) days a week. 

Compensation & Benefits Overview

The total compensation pay range (inclusive of base salary plus annual incentive pay potential) for this position is $40,000 to $45,500 (paid hourly), commensurate with experience.

USA Lacrosse offers a competitive benefits package including, but not limited to,

• Medical, Dental, and Vision insurance, offering multiple options for Medical and Dental (eligible the first of the month following 30 days of employment).
• Company paid life and AD&D at one time an employee’s salary up to $50,000 and company paid long term disability (LTD) at one year of employment.
• 403(b) retirement plan (eligible immediately upon hire), including a 4% employer contribution at one year of employment.
• Generous PTO, company paid holidays, bereavement, jury duty, and parental and maternity leave.
• Additional voluntary insurance options, such as supplemental benefits through Colonial and Nationwide pet insurance.
• Discounts on USA Lacrosse merchandise. 
• Free onsite gym at HQ office. 
• Free parking.

Travel Requirements

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.

EEO Statement

Salary : $50,000