Job Description

OVERVIEW OF ROLE
Reporting to the Director of Athlete Services, the Athlete Support Coordinator provides excellent service and support to B.A.A. athletes and stakeholders on a wide variety of inquiries. The Coordinator manages the timely intake, prioritization, tracking, and responses to all athlete requests with the utmost care, respect and enthusiasm. The position assists in developing and managing support resources for athletes, such as frequently asked questions on the B.A.A. website. Through direct service to athletes—before, during and after events—this position helps the B.A.A. deliver the best experience possible for each unique athlete.

RESPONSIBILITIES
Respond to athlete inquiries in a compassionate and timely manner, answering questions, addressing concerns, and reporting trends and/or items needing escalation. Leverage an inclusive, solutions-oriented approach to athlete support across various communication channels.
Assist with Salesforce case management, and create data export files as needed.
Proactively curate and manage the content of the baa.org FAQ page, updating and adding new topics as they arise.
Provide primary support for Boston 5K Registration, working closely with the Salesforce and Communications teams to manage race registration in addition to coordinating onsite race day logistics for Athlete Services.
Assist the Director of Athlete Services with waiver management activities, such as distribution to large stakeholder groups, tracking of waiver returns, and troubleshooting waiver service requests.
Assist the Athlete Services Data Manager with communications to various programmatic groups, such as Consecutive Boston Marathon athletes.
Manage monthly Waiver Committee meetings, including, but not limited to scheduling and communications.
Responsible for post-race items, including awards programs, mailings and/or follow up from virtual events as needed.
Assist the Director of Athlete Services with other projects and tasks as needed, such as qualifying time verification and bib stuffing projects, providing support and ensuring timely resolution of emerging issues.

WHO WE'RE LOOKING FOR
There are innumerable ways to learn, grow and excel professionally. We know people gain skills through a variety of professional, personal, educational, and volunteer experiences. We respect this when we review applications and take a broad look at the experience of each applicant. We want to get to know you and the unique strengths you will bring to the work. This said, we are most likely to be interested in your candidacy if you can demonstrate the majority of the qualifications and experiences listed below.

1-2 years of experience in an athlete services role, customer service position, or other related field preferred.
Exceptional athlete/customer service skills with the ability to work with a wide variety of stakeholders in an inclusive manner.
Excellent planning and organizational skills, with an ability to prioritize and pivot in the moment (e.g., a new or urgent set of inquiries arises).
Strong communication skills, especially written correspondence.
Can work well independently, in a team environment, and at live outdoor events.
Genuine enthusiasm for supporting people (internal and external) at events, particularly sports and running-related experiences.
Proficient in Microsoft 365 tools, including Outlook, Excel, Word, and PowerPoint.
Experience in Salesforce encouraged.
Flexibility to attend night and weekend events.

WORK EXPECTATIONS AT B.A.A.
We are a hands-on team and seek employees who are passionate about our work and service to our community. The Athlete Support Coordinator is a 40 hours/week, exempt position. The role will require flexibility to work on some weekends and evenings throughout the year. Additionally, there will be longer work hours surrounding B.A.A. race events. Limited local travel required.

How to Apply: 
 

• All steps of process must be carefully followed  so that A) your application can be reviewed by the hiring manager and B) so that YUPRO Placement can advocate for you and provide support. 
   

• Step 1: Complete application on New Grad job board by submitting your resume and completing details requested below.