Companion Events Operations Representative

As part of a self-directed work team, the Companion Event Ops Representative facilitates the efficient functioning of the Companion Operations Department in the processing of all event applications and event results for AKC Agility, Rally, and Scent events. Involves detailed analysis of information supplied by customers and the appropriate application of all rules, regulations, procedures, and Board policies related to event plans, judging panels, clubs, dog records, and both dog and event eligibility. Provides knowledgeable and proactive support for customers. This position handles all phases connected to the application and results processing for all AKC Agility, Rally, and Scent events. Acts as backup coverage for the Event Operations Cash Office and occasionally handles inquiries and problems related to the AKC Online Entry system. May perform other departmental duties as assigned.

• This position is hybrid requiring onsite in our Raleigh office.

Primary Job Duties

• Analyzes incoming data. Data may be submitted online or on paper. Enters paper records into the appropriate data entry application, scanning images into AKC records. Assesses information pertaining to event applications, judges’ panels, and event results for Agility, Rally, and Scent Work events. Data may be submitted by club members, superintendents, trial secretaries, and other customers.
• Evaluates the information making determinations of the validity in relation to AKC standard procedures and regulations.
• Anticipates possible issues with event approval and results processing. Addresses issues proactively by contacting the event chair, show secretary, or superintendent and assisting with resolutions.
• In instances of omissions of information or violations of procedure or eligibility, the representative works with customers to resolve issues. This may involve phone conversations, email, or written correspondence. Carefully documents 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.
• Handles by letter all 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.
• Answers telephone and email inquiries regarding the status of event applications, judge panels, or results inquiries.
• Periodically reviews pending applications and judge panels to see if events can be approved. If still problematic, notifies the customer via email or letter.
• Logs new results into the department such that anyone can look at the log and determine the location and status of the results at any time.
• Assists clubs using the online event management system and the AKC Online Entry system.
• Facilitates callers’ use of AKC’s website by answering questions concerning navigation, use of features relating to the area, such as judges' search functions, upcoming events, and entries.
• Scans and indexes event applications, judges’ panels, judge changes, faxed documents, emails, and other pertinent documentation.
• 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.
• Occasionally assists in the Event Operation Cashiers’ office. This involves large volumes of work related to multiple event types and departments. Documents work as directed by each of those departments. As a matter of course, handles very large deposits of cash or checks and inputs very significant credit card payments.

Required Skills, Specialized Knowledge and Competency Requirements

• Competence in Microsoft Office, particularly Word and Excel, as well as internal software applications and commercial software required. Strong data processing skills of 9000 strokes per hour with a high accuracy rate needed to be successful in the role.
• Strong analytical and problem-solving abilities and the ability to isolate a situation before it escalates.
• High level of attention to detail and accuracy.
• Must be able to function in a high-stress environment with frequent distractions, perform tasks with minimal direction, and maintain heavy production requirements.
• Strong verbal and written communication required to work with customers via phone and email.

Education

• High School or better