Coordinator, Customer Support

UNITED STATES SOCCER FEDERATION 1•Atlanta, GA

just now•Hybrid

About The Position

U.S. Soccer is seeking a Customer Service Coordinator to support key public-facing departments and programs. This position requires someone highly organized, detail-oriented, and able to communicate with fans, referees, coaches, donors and other customers on various levels. In addition, this individual is expected to proactively contribute across multiple business areas, prioritize cases as needed daily, and identify trends. This person must exhibit professionalism, maintain a customer service mentality, and communicate consistently and transparently. This position reports to the Manager of Customer Service.

Requirements

0-2 years related experience in customer service
Capable of working in fast-paced and demanding environments
Exceptional time management skills and ability to prioritize workflows
Ability to deliver high-quality work and execute under pressure and deadlines
Proficient with Microsoft Suite (Word, PowerPoint, Excel, and Outlook)
Must be able to connect “micro” details to the “macro” vision and mission
Excellent written and verbal communication combined with a professional demeanor
Maintain a hybrid work schedule, with in-office presence 3 times per week

Nice To Haves

Passion for soccer
Bilingual (English and Spanish, preferred)
Experience with case management systems (e.g. ZenDesk, Service Now)
Experience with Salesforce
Collaborative, team-player with a results-driven mindset
Strong problem-solving capabilities to address and resolve issues that face a growing company
Creative thinker, self-starter with strong analytical skills

Responsibilities

Respond to inquiries via our case management system
Create, review, and update FAQs to improve self-service resources and reduce inbound inquiries
Conduct quality assurance (QA) reviews of tier 1 agents’ work to ensure accuracy, consistency, and adherence to standards
Support cross-functional communication by collaborating with internal teams to address issues and improve processes
Attend and actively participate in department meetings, providing insights and updates as needed
Update and maintain response templates to ensure clear, consistent, and up-to-date communication
Assist in managing customer data in backend systems
Create and maintain positive working relationships with membership by providing training, support, and service