Customer Engagement Specialist

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About IMG Academy
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. Position 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 way finding if working on-site during busy weekends or holidays
• Uphold all IMG Academy policies, procedures, and ethical standards

Knowledge, Skills & Abilities:

• 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

Schedule Requirements:

• This is a part-time role with weekend work required

Background Requirements:

• 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…