Customer Service Representative

Full job description

General Purpose

USA Wrestling launched its proprietary event management software, USA Bracketing, on January 1, 2025. USA Wrestling is looking for a Customer Service Representative in the Pacific time zone to provide direct customer service support to USA Wrestling’s 340,000 members as they adopt and implement the software. This role involves learning and maintaining expert-level knowledge of our event management software in order to provide the highest quality real-time, hands-on support to our members who are using the software to manage their tournaments. The Customer Service Representative will ensure quality service is provided with every customer interaction.

The position is remote. The successful candidate will reside in the Pacific Time Zone and have access to dedicated office space at home or otherwise where they can fully-focus on their customer service responsibilities. The work week will average 40 hours per week, and will be allocated throughout all seven days, including weekends during the wrestling season, to ensure that our members have support while they are actively using the software.

Duties and Responsibilities

Provide direct customer service support to our members.

Gain expert level knowledge on all USA Wrestling software offerings and web pages.

Collaborate with your teammates and team lead to solve new, interesting and/or difficult customer issues.

Participate in training and professional development in order to continually improve your familiarity with USA Wrestling’s software suite and any other skills or tools necessary to improve our service to our membership.

Manage your own operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.

Use critical thinking to develop solutions to improve business performance and user success.
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.

Create and update user manuals, webcasts, and training videos related to USA Wrestling’s software suite.

Travel to select USA Wrestling events within your region to support the Events department team, build relationships with our key stakeholders, and support software implementation on-site.

Other projects as assigned.

 

Qualifications

High school diploma or equivalent (required).

Some post-secondary education or completion of a post-secondary degree with a major in Business, Communications, Education, or the Humanities.

Experience dealing with customers, the public, and/or administrators, including solving problems and escalating issues, in a professional capacity.

Experience in wrestling as an athlete, coach, official or in a leadership role with a USA Wrestling state association or USA Wrestling chartered club.

Experience running wrestling events on tournament software that is currently available.

Basic knowledge Microsoft Office.
The ability to use spreadsheet applications to maintain and develop operational reporting.

Exceptional time management, organizational and prioritization skills to complete work in a timely manner.
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.

The ability to work a variety of shifts, including days, evenings, and holidays.

Hiring Pay Range
Compensation commensurate with experience.

$50,000 – $58,000

Benefits:

Paid vacation, personal, and sick time
Over 10 paid holidays per year
403 (b) retirement plan
Medical, dental and vision insurance
Employer paid life insurance
Other Information

The USA Wrestling Office is located in Colorado Springs, CO. The person chosen for this position will work remotely.

USA Wrestling is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.