Senior Customer 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 Senior Customer Support Specialist will be responsible for working with families to coordinate the logistics of their campers training session and support them in the onboarding and arrival process. Ideally, each family has been given the resources and support that is necessary for the camper to have an incredible training experience at IMG Academy!
Position Responsibilities

• Effectively communicating with clients about requirements and expectations for their training experience
• Identify and sell add-on products such as transportation, gear packages, off-campus trips etc. as well as upgrading their current training program
• Determine customer needs and expectations while making expert recommendations to maximize the customer’s experience
• Properly and effectively use the necessary CRM software to track pipeline, sales, scheduled follow-ups and record of pertinent notes for each customer
• Demonstrate product knowledge in all areas of the camp program & sports
• Educate customers about terminology, features, and benefits of camp programs
• Manage new camp enrollees, current campers, post-camp concerns/questions
• Act as a liaison and point of contact between staff and campers specifically when they have concerns about the overall training experience before, during and after time on campus
• Maintain close relationship with Camp Directors to generate beneficial outcomes for both the camper and IMG Academy
• Maintain close relationship with related departments on campus to ensure proper client transition from sale to participation
• Identify new opportunities for business development designed to increase camp program enrollment
• Provide support for Camp Advisors including adding products, completing email request, providing solutions to concerns
• Manage time effectively, meeting personal and company goals and working effectively with other members of the advisor team
• Manage the general Camp Service email and phone line to fulfill customer request
• Manage the clearance of registrations forms for camp and boarding school.
• Assist with overflow of needs from other departments especially during peak seasons on campus
• Provide coverage during check-ins to answer questions, way find and assist with sales needs
• Attend regular Outreach/Sport team meetings and supporting peers, as needed
• Maintain a thorough knowledge of IMG Academy campus
• Adhere to all company policies, procedures, and business ethic codes
• Other duties as assigned

Knowledge, Skills and Abilities

• Sports Marketing, Sports Management, Hospitality or related business majors preferred
• 3-4 years of sales or service experience
• General knowledge of sports
• Demonstrated track record of sales revenue
• Experience with high-volume calling
• Experience with MS Office, Outlook, or CRM System
• Desire to work collaboratively with colleagues
• Excellent written and verbal communication skills
• Attention to detail

Preferred Skills

• Bilingual (Spanish, Japanese, Chinese)
• 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
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.