Bilingual Customer Support Specialist

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