Customer Engagement Specialist

IMG Academy•Bradenton, FL

About The Position

Named one of the Best and Brightest Companies to Work For in the Nation in 2024, 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 Position Summary: The Customer Engagement Specialist (Part-Time) plays a critical role in delivering a world-class experience for IMG Academy families, serving as the initial contact between potential customers and our Academy Programming. As the main facilitator of the operator phone line and inbound chat system, the individual will be responsible for ensuring a welcoming and efficient experience for families looking for more information regarding our Academy programming and interest in enrolling in one of our programs. Primary duties will include answering inbound inquiries via phone and chat, answering questions while providing detailed information specific to the Academy, and directing callers and chat participants to the appropriate channels or resources for further support. This role demands strong communication skills, a customer-centric attitude, and the ability to multitask in a dynamic environment.

Requirements

1+ year of customer service, sales support, or call center experience preferred
Comfortable working with CRM tools (e.g., Salesforce), Microsoft Office, and online chat systems
Ability to prioritize tasks in a fast-paced, multi-channel environment
Strong written and verbal communication skills; confident on the phone and over email
Attention to detail, time management, and follow-through

Nice To Haves

General knowledge of youth sports, athletic training environments, and/or camp logistics is a plus
Bilingual (Spanish, Japanese, Chinese, or Arabic) preferred
Friendly, helpful attitude and collaborative spirit

Responsibilities

Serve as the initial point of contact for inquiries via phone and chat, managing the operator line and live chat with professionalism and clarity.
Act as the main phone line operator on weekends, handling inbound calls and routing inquiries to appropriate sales advisor or campus department
Manage online chat and responsible for real time assistance ranging from customer inquiries, requests, solving customer concerns and issues, providing Academy information and potential sales opportunities
Assist in lead generation by proactively reaching out to website visitors while acting as a bridge to connect customers with sales advisors for sales conversions
Utilize customer service skills to solve real time issues while maintaining high level knowledge on Academy products and personal 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
Direct customers to the appropriate sales advisor, department or resource for specific support in the enrollment process, ensuring a seamless transition.
Monitor and manage real-time communication channels to maintain response efficiency and customer satisfaction.
Maintain up-to-date knowledge of academy programs and resources to provide accurate guidance and information
Provide support and cover for other advisors including tours with prospective families, teams, groups and at times language translations
Possess a thorough knowledge of IMG Academy campus
Contribute to a positive and supportive team environment by assisting with overflow inquiries and cross-departmental support during high-volume enrollment and camp periods, while actively participating in regular team meetings
Demonstrate working knowledge of IMG Academy programs, policies, and seasonal events
Support check-in events, call coverage, and wayfinding if working on-site during busy weekends or holidays
Uphold all IMG Academy policies, procedures, and ethical standards