Job description
Job Description
Job Title: Chat Support Specialist
FLSA Status: Non-Exempt
Department: Outreach (Sales)
- This position is located in Bradenton, Florida and is not a remote position.
Position Responsibilities
- Manage online chat and responsible for real time assistance ranging from potential sales opportunities, customer requests, and solving customer concerns and issues
- Assist in lead generation by proactively reaching out to website visitors while acting as a bridge to Advisor 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
- Demonstrate technical selling skills and product knowledge in all areas of IMG Academy
- Properly and effectively use the necessary CRM software to add data, confirm correct information, and better help in transferring to correct department or Sales Advisor
- Educate customers about terminology, features and benefits of various IMG Academy products
- Provide support and cover for other advisors including tours with prospective families, teams, groups and at times language translations
- Maintain a thorough knowledge of IMG Academy campus
- Determine customer needs and expectations while making expert recommendations to maximize the customer’s experience
- Manage time effectively, meeting personal and company goals and working effectively with other members of the advisor team
- Attend regular Sport Advisor team meetings and supporting peers, as needed
- Maintain close relationship with related departments on campus to ensure proper client transition from sale to participation
- Adhere to all company policies, procedures and business ethic codes
- Other duties as assigned
Qualifications
Knowledge, Skills and Ability
- Marketing, Sports Marketing, Sports Management or related business majors preferred
- 0-1 years of customer experience preferred
- General knowledge of sports and athletics
- Experience with online chat
- Experience with MS Office
- Desire to work collaboratively with colleagues
- Excellent written and verbal communication skills
- Attention to detail
Preferred Skills
- Bilingual
- Master’s degree in Sports Management, Business or related field.
Physical Demands and Work Environment
- Ability to work flexible hours to include nights, weekends and holidays is required
- Ability to lift, move, push and pull equipment or boxes in excess of 40lbs.
- Should be able to handle outdoor temperatures for a reasonable period of time.
- Must be able to move around campus which includes gym, turf, fields, etc.
Background Requirements
- Requires a background check upon offer
- Requires a drug check upon offer
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