Events Operations Representative-Performance

American Kennel Club•Raleigh, NC

2d•Hybrid

About The Position

The Performance Event Operations Representative is responsible for the efficient processing of event applications and results. This position requires the ability to work within AKC platforms and provide a high level of customer service to AKC clubs and participants. Day-to-day functions include the recording of event results from approximately 15 different sports to individual dog records and assisting clubs with their upcoming events. This position also entails the handling of customer inquiries from both dog owners and clubs to review results, dog awards, and titles earned as well as making official corrections and completing event application requests. This role requires the ability to use critical thinking skills by analyzing and working in the confines of each sport’s regulations, rules, policies, and procedures as they apply. This is not a data entry position. This position demands a motivated team player, one who is flexible according to the daily prioritization of workloads and can handle the pressure of deadlines. This position is a hybrid role with a remote/onsite schedule in our Raleigh office.

Requirements

Strong analytical, problem-solving, and decision-making skills.
Computer literate with experience using Microsoft Office software as well as various other software applications to handle day-to-day tasks.
Must be able to function in a high-stress environment with frequent distractions, minimal direction, and heavy production requirements.
Strong verbal and written communication skills.

Responsibilities

Inputs all information pertaining to the event results for performance event types. Evaluates the information and anticipates possible issues with results processing. Addresses issues proactively by contacting the show secretary and/or exhibitor and assisting with resolutions. Maintains order and organization of all results.
Answers telephone inquiries regarding the status of results. Assists clubs using the online event management system. Facilitates callers’ use of AKC’s website by answering questions concerning navigation, and use of features relating to areas, such as judges' search functions and upcoming shows.
E-files event results, secretary’s reports and associated fees, faxed documents, emails, and other pertinent documentation. Assist with the cataloging and storage of event results.
Analyzes incoming data. Data may be submitted on paper, online, or via fax. Enter paper records into the appropriate data entry application, scanning images into AKC records where appropriate. Assesses information pertaining to event results for event types listed above. Data should be submitted by event secretaries, but input may also be received from club members and other customers, such as trainers and handlers.
Evaluates incoming information and determine validity in relation to AKC standard procedures and regulations.
Anticipates possible issues with results processing. Addresses issues proactively by contacting the event secretary and assisting with resolutions.
Pursues outstanding results by contacting the event secretary and/or club officers to ensure results are received and processed prior to monthly deadlines. May have to aggressively pursue some outstanding event results.
Phone conversations, email, or written correspondence working with customers to resolve issues. Carefully documenting all information received from customers. Most correspondence is handled via email so the representative can scan the information under the event record in the system.
Composes and files correspondence related to the cancellation of awards. This often results in responses from upset customers. Must be able to diplomatically explain the situation to the customer by citing the appropriate rule or regulation and how it applies to each occasion.
On a monthly rotating schedule, boxes, labels, and catalogs event results for transport to storage. These records must be handled in a meticulous manner to ensure easy retrieval.
Inputs large and numerous credit card payments.
Receives and processes financial data relating to events, and issues refund requests where necessary.