Customer Experience and Registration Specialist

Expanding Horizons, Inc. est. 1989
dba The LineUP est. 2021

Year round, full time, remote employment. 
Posted: September 2024

Applications will be accepted until Sunday, September 29th. Please note that any submissions received after this date will not be considered.

At LineUP, we are passionate about revolutionizing the way high school athletes, their families and college coaches approach the college recruiting process. We are dedicated to delivering the premier youth sporting event in the country, empowering athletes to take charge of their futures, all while having fun and expanding their athlete IQ. Our mission is not only to bridge the gap between athletes and college coaches, but also to empower them. We are dedicated to making the college coach's job easier by providing them with their own seamless and stress free college clinics, with access to a wider pool of talented athletes. This allows college coaches to focus on what they do best - coach. 

At LineUP, we're committed to challenging the status quo and championing a more equitable, dynamic approach to connect high school athletes and college coaches.  

The LineUP has the history and values of a small family business with the growth-mindset and vision of a startup. Expanding Horizons, our parent company, has been family-owned and operated since 1989. We specialize in creating innovative sports events, camps, and international tours that inspire and engage athletes. Our newest venture, LineUP, was launched in January 2021 during the height of the pandemic by father-daughter duo. We have experienced remarkable growth in the past three years and are only just getting started. 

Customer Experience and Registration Specialist Details:

We are seeking a detail-oriented, goal-driven professional who thrives in customer service and administrative roles. As a vital member of our team, you will play a key role in delivering top-quality services to our valued clients and managing thousands of college clinic registrations. This is an exciting opportunity for a highly organized, empathetic, tech-savvy, and self-motivated individual to join our small but impactful team, where your contributions will directly enhance our customer experience.

Salary is $50,000-$55,000.

Tasks and Responsibilities:

Customer Service:

• Respond to all customer service emails and texts, providing support to athletes and their families. 
• Draft and send customer service emails and registration reminders.

Administrative Tasks:

• Set up the backend processes in LeagueApps (our registration software) prior to all registration launches to ensure a smooth and efficient experience for customers. This includes configuring event details, payment settings, and participant categories, as well as conducting thorough testing to identify and resolve any potential issues before going live.
• Oversee and manage all online registrations in LeagueApps, up to 1,500 registrations per event.  Manage cancellations, transfers and clinic swaps and monitor clinic capacity, adjusting or canceling clinics when necessary.
• Assign the position for "goalies" to clinics based on their top three preferences 
• Manage waitlists for sold-out events to optimize participation.
• Oversee member/athlete payments to ensure timely and accurate processing, confirming that all athletes have completed their payments on schedule.
• Utilize Excel and/or Google Sheets to organize and analyze athlete data, ensuring that all athletes have optimal schedules. Proactively contact athletes who require schedule adjustments to communicate changes
• Download and organize Excel documents for each college coach's customized schedule and athlete list.
• Use Slack and Monday.com cloud software to communicate all updates and changes to the LineUP staff team.
• Update clinic availability from LeagueApps to a graphic using a Canva cloud software template, and upload it to our website.

Event Materials:

• Create posters for events using our established templates in Canva.
• Create paperwork for college coaches for events using our established templates in Canva.
• Manage orders with Staples or VistaPrint and ensure correct paperwork and posters are delivered to their respective  event venues.

Qualifications:

Customer Service Experience:
Demonstrated experience in a customer service role, with a focus on effective communication and support. Proficient in drafting professional emails and possesses strong writing skills to convey information clearly and effectively.
Technical Proficiency:
Familiarity with registration software and communication tools such as Slack and Monday.com.
Organizational Skills:
Exceptional organizational abilities to manage up to 1,500 online registrations per event, including scheduling and waitlist management.
Administrative Experience:
Background in administrative tasks,  managing documentation, and overseeing processes efficiently.
Attention to Detail:
Strong attention to detail to ensure accuracy in registrations, payments, and event materials.
Excel Proficiency:
Experience with Excel for data analysis and tracking registrations.
Event Paperwork Skills:
Ability to create event materials in Canva, such as posters and paperwork for coaches.
Problem-Solving Abilities:
Strong problem-solving skills to handle cancellations, transfers, and clinic swaps seamlessly.
Communication Skills:
Excellent verbal and written communication skills to engage effectively with athletes, families, and team members.
Adaptability:
Ability to adapt to changing circumstances and respond quickly to customer needs and event requirements.

The Ideal candidate will also have, but not required:

• • Experience with overseeing a Project Management software
    • We use Monday.com
  • Experience with event management and/or execution.
  • Experience with managing a high volume of registrations.
    • An understanding of LeagueApps.
  • Computer Skills:
    • Understanding of HTML and/or CSS (for website edits)
    • Experience with creating graphics : Canva

TO APPLY:

Email Tori - tori@lineupfh.com - Include:

1. Cover Letter
2. Resume
3. Three references

Applications will be accepted until Sunday, September 29th. Please note that any submissions received after this date will not be considered.

_____

This position is open to anyone authorized to work in the United States

-- Job Type: Full Time 
-- Start Time: Ideally October 15, 2024
-- Compensation: $50,000-$55,000
-- Work Location: Remote
-- Schedule: Full-time / Somewhat Flexible. East Coast Hours, M-F with some weekend work. 
Our goal is to grow and have you grow with us!

You will be reporting and working closely with the owners, Tori Whitcher and Bob Whitcher (father-daughter duo).