Senior Customer Support Specialist

Job Type: Location Type: On-site

 

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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 Senior Customer Support Specialist plays a vital role in supporting families and ensuring a seamless onboarding and arrival experience for campers. This position is responsible for delivering exceptional customer service, and offering guidance to families, ensuring every camper has outstanding training experience at IMG Academy. Position Responsibilities:

• Effectively communicate with families regarding expectations, logistics, and requirements for their training sessions
• Identify and recommend add-on products such as transportation, gear packages, off-campus excursions, and training upgrades
• Assess customer needs and offer personalized solutions to enhance their experience
• Maintain and update CRM tools accurately, including sales pipelines, follow-ups, and customer notes
• Demonstrate strong product knowledge across all camp and sport program offerings
• Educate families on camp features, benefits, and policies
• Serve as a liaison for campers and families pre-arrival, during camp, and post-camp
• Manage concerns and questions related to onboarding, schedules, or overall camp experience
• Collaborate closely with Camp Directors and other departments to ensure smooth transitions and shared outcomes
• Support business development efforts by identifying opportunities to increase enrollment and satisfaction
• Provide backend support to Camp Advisors including adding/updating products, email requests, and customer solutions
• Monitor and respond to the general Camp Services phone line and email inbox
• Assist with clearing registration and onboarding documents for both camp and boarding school
• Provide support to other departments, especially during peak periods and major arrival/check-in days
• Attend Outreach and Sport team meetings; support cross-functional initiatives
• Maintain expert-level knowledge of the IMG Academy campus and program offerings
• Uphold all company policies, procedures, and ethical standards
• Other duties as assigned

Knowledge, Skills, and Abilities:

• Bachelor’s degree in Sports Management, Hospitality, Business, or related field
• 3-4 years of customer service or sales experience
• General understanding of sports and athletic training environments
• Demonstrated track record of meeting sales or service goals
• Proficient in Microsoft Office, Outlook, and CRM platforms
• Strong interpersonal, verbal, and written communication skills
• Ability to manage time effectively and collaborate with others
• High attention to detail and ability to handle high-volume requests
• Ability to work flexible hours including evenings, weekends, and holidays

Additional Preferred Skills:

• Master’s degree in Sports Management, Business, or a related field
• Bilingual (Spanish, Japanese, or Chinese preferred)

Physical Demands and Work Environment:

• Must be able to work in a dynamic, fast-paced campus environment
• Flexibility to work non-traditional hours (evenings/weekends/holidays) during peak seasons
• Ability to stand and walk for extended periods during camper check-ins or on-campus events

Background Requirements:

• Requires a background check upon offer
• Requires a drug test upon offer

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 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.

Get to know us better: www.imgacademy.com www.imgacademy.com/careers

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.