Liaison between Call Center Operations and the USTA. D emonstrate leadership as the liaison between the Call Center and the USTA for escalated customer service issues, promotional questions, and membership refunds involving the Sections, Ticket Office, Public Relations, Marketing, Membership and Community Tennis. To evaluate, follow up and resolve, or direct the resolution, of any day to day call center issue.
Receive and evaluate escalated consumer, promotional issues and membership refunds.
Respond orally and/or in written form to each issue
Handle correspondence addressed to Senior Leadership at the USTA by either resolving the issue or escalating the problem to the Senior Director of Membership and Community Tennis Marketing.
Inform on upcoming events and promotions, including US Open Ticket Sales and Events, Sponsor events, Member Events, and new offerings; oversee updates to USTA.com website in a timely manner
Oversee social media reporting and responses relative to Radian 6 capabilities at the call center.
Work with Marketing to review all call center scripting and correspondence to ensure customer service experience is consistent with brand voice.
Update membership profile information coming in from written correspondence or returned mail.
Provide subject matter expertise and insight on customer service issues that may affect Membership programs or the processing of orders at the call center
Work closely with the NTC Ticket Office and Marketing before and during the US Open to manage Membership expectations and complaints at the Call Center.
Research audit inquiries requiring membership information, payments and originating membership documentation.
Undergraduate degree preferred
5+ years experience and a proven track record in customer service and/or telemarketing operations within a consumer, B-to-B, or Membership business.
Superior problem solving and oral and written communication skills.
Team player, flexible, pleasant demeanor