Chat Support Specialist

About IMG Academy
IMG Academy is the world’s leading sports education brand, providing a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via the IMG Academy+ brand, with a focus on personal development through the lens of sport and performance
• Online college recruiting, via the NCSA brand, providing content, tools, coaching and access to a network of 40,000 college coaches

The Chat Support Specialist will manage online chat and be responsible for real time assistance ranging from potential sales opportunities, customer requests, and solving customer concerns and issues.
Position Responsibilities

• Assist in lead generation by proactively reaching out to website visitors while acting as a bridge to Advisor sales conversions
• Utilize customer service skills to solve real time issues while maintaining high level knowledge on Academy products and personnel to transfer if needed
• Partners with Management on customer and product issues to identify trends that may affect customer satisfaction levels while tracking chat KPI’s to provide a better overall customer experience
• Demonstrate technical selling skills and product knowledge in all areas of IMG Academy
• Properly and effectively use the necessary CRM software to add data, confirm correct information, and better help in transferring to correct department or Sales Advisor
• Educate customers about terminology, features and benefits of various IMG Academy products
• Provide support and cover for other departments based on business needs: Boarding School and Camp forms, customer support, and operator
• Maintain a thorough knowledge of IMG Academy campus
• Determine customer needs and expectations while making expert recommendations to maximize the customer’s experience
• Manage time effectively, meeting personal and company goals and working effectively with other members of the advisor team
• Attend regular Sport Advisor team meetings and supporting peers, as needed
• Adhere to all company policies, procedures and business ethic codes
• Other duties as assigned

Knowledge, Skills and Ability

• Marketing, Sports Marketing, Sports Management or related business majors preferred
• 0-1 years of customer experience preferred
• General knowledge of sports and athletics
• Experience with online chat
• Experience with MS Office
• Desire to work collaboratively with colleagues
• Excellent written and verbal communication skills
• Attention to detail

Preferred Skills

• Bilingual
• Master’s degree in Sports Management, Business or related field.

Physical Demands and Work Environment

• Ability to work flexible hours to include nights, weekends and holidays is required
• Ability to lift, move, push and pull equipment or boxes in excess of 40lbs.
• Should be able to handle outdoor temperatures for a reasonable period of time.
• Must be able to move around campus which includes gym, turf, fields, etc.

Background Requirements:

• Requires a background check upon offer
• Requires a drug test upon offer

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfect with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Get to know us better:
www.imgacademy.com
www.imgacademy.com/careers
IMG Academy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.