Transition Specialist

Why join our team?

With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benefits, and opportunities for training and education reimbursement. Our team members are passionate about putting the mission first, and we have a lot of fun while doing it. Working for the USO isn't just a job – it's a calling, and we believe in doing what you love and loving what you do.

Don’t take our word for it. The external “Great Place To Work” survey found that:

• The USO is a Certified Great Place to Work 2023-2024
• 93% feel good about the ways we contribute to the community.
• 93% are proud to tell others they work here.
• 88% feel their work has special meaning: this is not "just a job."
• 89% feel that when you join the company, you are made to feel welcome.
• 91% feel people here are treated fairly regardless of their race.
• 87% feel people here are treated fairly regardless of their gender.

The Transition Specialist is responsible for the delivery of USO transition services and programs to service members and their spouses.

Principal Duties and Responsibilities (*Essential Duties)

• Maintain comprehensive records of customer engagement by meticulously managing account information with customer relationship management (CRM) software and monitor the progress of individual clients to facilitate the achievement of their desired outcomes.*
• Develop and/or maintain strong, positive, and beneficial local relationships with USO center and military installation staff in support of Service Members and their families. *
• Engage with program participants using softphone and/or video teleconferencing software to take messages, schedule appointments, conduct meetings, and/or offer personalized services, information, within designated focus areas.*
• Design Individual Action Plans utilizing trusted partner resources and community connections to assist in meeting individual and/or family goals.*
• Collaborate with appropriate local center staff for cross promotion of USO programs and services. When appropriate, represent the organization at scheduled events and outreach programs as assigned by leadership.*
• Promote and gather feedback through survey and data collection and enter into USO’s data collection system.*
• Support local program awareness through outreach and presentations to relevant local military audiences regarding program and services.
• Assist with conducting needs assessments and compiling performance metrics related to the delivery and quality of USO’s transition services.
• Other duties as assigned.

Job Specifications

• High School Diploma or equivalent required. Postsecondary coursework in business, communications, or human resources preferred.
• 2-4 years work experience in a customer service or administrative support role. Relevant experience in a not-for-profit, military, multicultural and/or global organization preferred.
• Previous case or account management experience preferred.
• Experience with call center operations, sales, and/or customer relationship management CRM software (salesforce preferred) and/or softphone software or technology.
• Proven ability to adhere to Standard Operating Procedures (SOPs) while consistently meeting and exceeding quota targets, demonstrating a strong commitment to quality and efficiency in all tasks and responsibilities.
• Proficiency using computers and electronics equipment. General knowledge of various software, applications, and programs, to include the Microsoft suite.
• Demonstrates exceptional oral and written communication skills; can convey complex ideas clearly across various mediums, foster collaboration within the team and with stakeholders, and articulate organizational information persuasively to diverse audiences in formal presentations, meetings, and professional settings.
• Exceptional customer service skills, characterized by a customer-centric approach, active listening, empathy, and the ability to effectively address inquiries, concerns, and needs, fostering positive experiences and long-term relationships with clients and stakeholders.
• Ability to interact with USO Leadership, the general public, and military audiences at a variety of levels with integrity and professionalism. Ability to assess and communicate what can and cannot be done by USO’s transition services.
• Strong organizational skills. Ability to effectively manage tasks, prioritize workload, and maintain meticulous records and attention to detail in a fast-paced environment, ensuring timely completio