Member Support Lead

Member Support Lead

Position Summary:  

The Member Support Lead demonstrates the highest-level skills of customer service, problem-solving and conflict resolution for our members. This position manages all forms of financial inquiries from our members, including cancellation and refund requests. The Member Support Lead uses his/her superior communication and problem-solving skills to resolve common problems that our members face to help them steer towards success with their memberships, while remaining committed to company revenue goals.

Position Responsibilities:

• Manages all forms of inbound contact (phone calls, emails, texts) from members of the NCSA network.
• Provides a world-class customer experience to NCSA’s clients.
• Manages all forms of financial inquiries from current clients, including cancellation and refund requests.
• Manages all forms of escalations, with the primary goal of resolving problems and issues.
• Accountable to client experience as well as company revenue goals.
• Coaches NCSA student-athletes and families as needed.

Knowledge, Skills and Abilities:

• World-class customer service skills
• Exceptional problem-solving skills
• Organized and detail oriented
• Strong work ethic with team player attitude and mentality
• Excellent writing skills
• Proficiency with Microsoft Word, Excel, Salesforce and Outlook
• Goal-oriented with a desire to succeed.
• Passionate about college athletics
• Full time, 40 hrs/week, Monday-Friday. Overtime is not expected.

Preferred Skills:

• Bilingual in English and Spanish
• Prior experience in sports, either as an athlete or coach at high school or higher level