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 completion of projects and tasks.
• Demonstrated proficiency in meticulously documenting customer interactions with accuracy and detail, utilizing effective record-keeping systems and communication tools to ensure comprehensive documentation, facilitate continuity of service, and provide valuable insights for analysis and improvement.
• Proven ability to influence and persuade others, employing effective communication and interpersonal skills to build consensus, garner support, and drive positive outcomes, fostering collaborative relationships and achieving shared goals across teams and stakeholders.
• Ability to conduct thorough and efficient research, utilizing a variety of resources and methodologies to gather, analyze, and synthesize information effectively, supporting informed decision-making and the development of well-supported strategies and solutions at the organizational level.
• Familiarity with the distinctions between military and civilian workplace environments, demonstrating an understanding of the unique structures, protocols, and cultures inherent to each setting, and the ability to adapt and navigate effectively within both contexts.
• Exercise sound judgment related to controversial and/or culturally sensitive subjects. Ability to handle confidential information with tact and poise.
• Exhibits strong self-discipline, punctuality, organization, time management skills, and the capability to independently maintain focus and productivity independently and swiftly adapt to evolving organizational requirements, ensuring consistent attainment of goals and objectives.
• Ability to achieve desired results while working collaboratively in both autonomous/independent and team environments.
• Ability to obtain and maintain proper credentials necessary to access USO Center locations and facilities including but not limited to security, credit and/or background screening, SOFA status, valid driver’s license.
• Familiarity with U.S. military structure, regulations, And military life.
• Ability to understand military rank structure and protocols, utilizing comprehensive knowledge of the hierarchical levels, roles, and responsibilities within military organizations to facilitate effective communication and collaboration with personnel at all levels.
• Must be a strong advocate of the USO’s mission.

Details

• This position is located in Arlington, VA. Preference will be given to local candidates within commuting distance to the location.
• USO locations will adhere to local area and DOD guidelines regarding COVID vaccination/testing requirements. Employees may be required to be vaccinated or tested regularly per local requirements.
• Resume and cover letter are required for full consideration.
• Background check – education, criminal and driving required.
• The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

If that’s not enough to convince you, here are some direct quotes from employees:

• The organization truly cares about the people who work here.
• I have been with the USO for 4 years and have consistently been able to grow in my knowledge and position. It is a fun place to work and my work/life balance is manageable. The way the organization has handled COVID has been top notch - I never felt fearful that I would lose my job or be put in a situation where I did not feel safe. The benefits are great - PTO and 401k matching are top level.
• There is great consideration given and extended in the following areas: organizational core values for all, work-life balance, impact we can actually see (and even experience as a staff member- the feeling of making an impact is priceless), autonomy with respect to current position within the organization.
• Everyone is friendly and easy to talk to. We collaborate well together and share ideas and interests to create fun activities for our overall goal in the community. I couldn't think of a better organization to work for.
• The mission alone provides a positive and meaningful purpose, where people should want to work and be a part of. Most of the people who work for the USO and volunteer for the USO have giving hearts and want to make a difference. This also makes the organization a place where people would want to work.
• The mission and opportunities to make a Difference are amazing. There is no doubt that the USO is one of the most forward-facing, frontline serving nonprofits that I know of.

#theUSO

Apply today. Join the mission. Join Team USO.