Customer Support Specialist Job at Endeavor Operating Company, LLC
Job Description
Job Title: Customer Support Specialist
FLSA Status: Non-Exempt
Department: Outreach (Sales)
Position Summary: As a member of the Customer Support Team, you will have the amazing opportunity to connect with the families and campers that will join us for training. Our Customer Support Specialist team will work 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, & IMG campus
- 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
- 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 the general Camp Service email and phone line to fulfill customer request
- Manage the clearance of registrations forms for camp and boarding school.
- Provide coverage during check-ins to answer questions, way find and assist with sales needs
- Adhere to all company policies, procedures, and business ethic codes
- Other duties as assigned
Knowledge, Skills and Ability
- Sports Marketing, Sports Management, Hospitality or related business degree
- Provides a world-class customer experience to IMG Academy camper’s and their family
- General knowledge of sports
- 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)
Physical Demands and Work Environment
- Ability to work flexible hours to include nights, weekends and holidays as 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 check upon offer
EEO Statement: IMG Academy is an equal opportunity employer committed to a diverse and inclusive work environment.
Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.
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