Runner Services Representative (Part-Time)

Customer Service New York, NY


Description

About the Position

NYRR is seeking an adaptable, outgoing, motivated, and experienced Part-Time Runner Services Representative to provide helpful information in response to inquiries on a variety of communication channels and interact with runners at NYRR offices, Central Park Kiosk, and weekend races. The RSR will be responsible for treating each runner with the utmost respect and dignity while doing his/her best to help find solutions while promoting the NYRR brand and mission. 

Brief Overview:

NYRR serves 670,000 runners annually through races, community runs, walks, training, virtual products, and other running-related programming. Runner Services Representatives are the front line of NYRR’s brand and are responsible for handling an array of runner-facing responsibilities. The team of part-time representatives reports into the Runner Services Manager and handles a large volume of daily inquiries across email, phone calls, and social media to support runners through their NYRR event, membership or program journey. In addition to the daily handling of tickets, each representative is given various projects quarterly that focus on a specific runner-facing experience, such as administration of the Race Free program, Club Team engagement, or processing specialty membership types. A good understanding of all that NYRR does is necessary as Runner Services Representatives’ work spans across the entire organization. Team members are expected to be eager to learn, adaptable, and effectively manage their time across a variety of responsibilities. 

Job Responsibilities: 

  • Wow NYRR runners on a daily basis with excellent customer service, based upon the best practices outlined by the company
  • Answer phone calls and emails directed to NYRR Runner Services and assist customers troubleshooting issues or answering questions relating to registration, membership, virtual racing, training, youth programs, volunteering and a number of general NYRR topics
  • Respond to inquiries following guidelines and procedures, consistently meeting all satisfaction metrics goals
  • View, tag, and respond as needed to every social interaction with NYRR’s social channels
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in NYRR Customer Service Management program
  • Manage various projects quarterly, including but not limited to club team communications, Race Free program facilitation, processing of specialty memberships, disqualification notices, premium shipments and virtual racing support
  • Produce customer service-related reports/presentations as needed, providing key metrics, insights and recommendations based on current trends and volume of requests
  • Collaborate with IT in systems enhancements and bug identification and resolution
  • Attend day and evening week/weekend events as necessary to assist with all customer-service-related issues and inquiries
  • Engage with runners and spectators and provide accurate information about the specific event and New York Road Runners
  • Create a fun experience through positive runner interactions
  • Proactively create standard responses to common customer-service-related questions for approval by management
  • Work with event staff when needed to ensure all customer inquiries are answered and each runner is satisfied
  • Demonstrate passion and commitment to the NYRR brand and core values: vision, excellence, teamwork, passion, innovation, challenge 

Job Requirements: 

Experience:

  • Minimum of 1-year Customer Service experience
  • Previous experience in fitness industry a plus
  • Previous experience in call center a plus 

Education:

  • Bachelor’s Degree preferred and any combination of education, training or experience that provides the required knowledge, skills and abilities 

Skills and Attributes:

  • Candidate should be organized team player with a personable manner, excellent customer service and problem-solving skills, and should have the ability to work with a diverse group of staff and participants
  • Must be self-motivated, results oriented; ability to manage multiple priorities and deadlines
  • Multi-lingual skills a plus
  • Ability to communicate in Spanish a plus
  • Proficient in Microsoft Office Suite (Word, Excel, Power Point, Outlook)
  • Strong attention to detail
  • Excellent written and verbal communication skills 

Other Requirements:

  • Passion for NYRR and the brands Run for Life mission
  • Flexible schedule during weekday hours of operation
  • Availability to work up to 25 hours per week
  • Ability to work occasional weekend hours
  • Comfortable working in outdoor conditions for extended period
  • Must be comfortable working in any of the NYRR office locations, including the Central Park Kiosk

New York Road Runners is an Equal Opportunity Employer