Member Experience Specialist

WHO IS USA LACROSSE

USA Lacrosse a nonprofit organization is the governing body of mens and womens lacrosse in the United States leading the U.S. National Teams Program and establishing universal standards. With nearly 400000 members we provide national leadership structure and resources to fuel and unify the sports 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 uptodate 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 bestinclass 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 missionbased 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 eventrelated transactions and clinic enrollments.
• Makes suggestions for improvements to our member facing systems (i.e. USA Lacrosses website) and offerings to align with what members are looking for.
• Stays current on USA Lacrosses 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 Lacrosses members for special projects as necessary.
• Attends events as necessary to represent USA Lacrosse and provide member and publicfacing 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 nonprofit association or other memberbased 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 multitask 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 (inoffice/remote work) environment in a fastpaced 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 Lacrosses Mission Vision and Values and Strategic Plan to support our initiatives and organizational goals.

Expected Hours of Work & Location

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. This position is not eligible for remote work or relocation. To be considered for this role you must live within commutable distance of Sparks MD.

Compensation & Benefits Overview

The total compensation pay range (inclusive of base salary plus annual incentive pay potential) for this position is $40000 to $45500 (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 employees salary up to $50000 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 outofarea and overnight travel may be expected.

EEO Statement