Customer Engagement Specialist

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About IMG Academy Named one of the Best and Brightest Companies to Work For 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.

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.

• 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 provide real‑time assistance ranging from customer inquiries to solving concerns and offering 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 transfers if needed.
• Partner with Management on customer and product issues to identify trends that may affect customer satisfaction levels while tracking chat KPIs 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 way finding if working on‑site during busy weekends or holidays.
• Uphold all IMG Academy policies, procedures, and ethical standards.

• 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.
• 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.

• This is a part‑time role with weekend work required.

• 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 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.

Entry level

Part‑time

Other

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