Bilingual Customer Support Specialist

Customer Support Specialist

IMG Academy is the world's leading sports education brand, providing a holistic education model that empowers student-athletes to win their future while preparing them for college and for life. IMG Academy has been nationally recognized by organizations including Sports Business Journal, USA Today, and the Best and Brightest Companies to Work For for its workplace culture, innovation, and commitment to developing people both on and off the field.

IMG Academy provides growth opportunities for student-athletes and partners through an innovative suite of on-campus and online experiences:

• Boarding school and camps, delivered on a state-of-the-art campus in Bradenton, Florida
• Online coaching through IMG Academy+, focused on personal development through the lens of sport and performance
• Online college recruiting through NCSA College Recruiting and SportsRecruits, providing industry-leading recruiting education, tools, and access to a network of more than 40,000 college coaches for student-athletes, families, club coaches, and event operators
• Elevate by IMG Academy, a performance and personal development solution that delivers mindset, leadership, and wellbeing programming to schools, colleges, and organizations through a combination of digital content and immersive experiences

Position Summary:

The Customer Support Specialist will be responsible for working with families to coordinate the logistics of their student athletes on-campus experience and support them in the onboarding and arrival process. Ideally, each family has been given the resources and support that is necessary for the student athlete 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 coverage, manage, and assist with the clearance of registration forms for camp and boarding school
• Assist with overflow of needs from other departments especially during peak seasons on campus
• Manage time effectively, meeting personal, and company goals and working effectively with other members of the advisor team
• 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 and assist with sales needs
• 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 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
• Bilingual (Spanish, Japanese, Chinese)

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

This position requires a Florida Level 2 Background Screening. Learn more about the screening process and requirements by visiting the Florida Care Provider Background Screening Education & Awareness website.

Benefits: As a full-time member of our team, you will enjoy a comprehensive offering listed below. Connect with your talent acquisition specialist to learn more about benefits for our part-time and seasonal/temporary roles.

• Comprehensive Medical, Dental and Vision
• Flexible Spending Account and Health Savings Account options
• 401k with an Employer Match
• Short Term and Long Term Disability
• Group and Supplemental Life & AD&D
• Gym Discount Program
• Pet Insurance
• Wellbeing Program
• and more!

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 perfectly 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.

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.