Job description
Position Summary
The IMG+ Customer Support Specialist will be a utility player, helping to ensure IMG+ customers always have world-class experiences interacting with our suite of products. This position manages all forms of day-to-day inquiries from our customers (student-athletes, their parents and their coaches) and acts the customer advocate with our internal stakeholders. The Customer Support Specialist will use their excellent communication & problem-solving skills to resolve common problems that our customers may encounter, and to help steer them towards success throughout our product suite, while remaining committed to helping to meet company revenue goals.
About Our Company
IMG Academy is a peerless brand, driven by our purpose of empowering student athletes to win their future. We support the student athlete journey with a suite of experiences that provide world-class teaching, coaching and path-to-college guidance.
Our on campus products include:
- IMG Academy boarding school and sports camps, offered on our renowned 600-acre campus in Bradenton, FL. (IMGAcademy.com)
Our digital products include:
- NCSA, the world’s largest college athletic recruiting network, with a reach exceeding millions of student-athletes, parents, and coaches, 150+ strategic partners and 900+ universities as clients. (ncsasports.org)
- IMG+, a new online extension, delivering coaching, courses, and content in various disciplines, starting in Mental Performance and Nutrition. (IMGAcademy.com/Plus)
Our team has a deep appreciation for the transformative power of sports. Our leadership is actively investing in the growth of the organization. We continue to broaden and deepen our technology platform and team in pursuit of our vision for empowering youth sports and the path-to-college for student athletes.
IMG Academy is part of the Endeavor family of companies (NYSE:EDR).
Key Responsibilities
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Help manage all forms of inbound contact (phone calls, emails, texts) from customers in the IMG+ ecosystem.
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Provide world-class customer service in all external and internal communication.
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Manage all forms of financial inquiries from current clients, including cancellation requests.
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Manage all forms of escalations, with primary goal of de-escalating through excellent problem-solving skills.
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Provide administrative support to coaches, course organizers, and student-athletes associated with our product suite.
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Liaise with relevant internal departments to: a) share information about students and b) help organize times, dates, resources for the IMG+ group courses product
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Monitor student progress and engagement in the learning management system.
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Assist in facilitating and following up on live sync sessions by providing recording links to students' and reminders for group courses.
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Keep course cohort information up-to-date and gather course statistics.
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Coordinate student waivers, surveys and assignment procedures.
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Other projects as assigned by employee’s manager
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Customer Support Specialist must have the ability to occasionally work nights or on weekends
Desired Qualifications
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Experience working in a customer support or admin related role
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Experience working with a learning management, or relevant software systems is a plus
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Resilient and comfortable with ambiguity
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Strong verbal and written communication skills
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Ability to prioritize a varied workload in a fast-paced environment
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Detail oriented
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Able to work with a variety of personalities, and a wide spectrum of customers and stakeholders from part-time coaches and the student-athletes they serve, to executives in the c-suite
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A demonstrated interest in the education of student-athletes is a plus
Diversity Statement
Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we harness the entirety of our company and lead with a lens of diversity, equity, and inclusion in everything we do. It means that we engage in anti-racism and allyship the way we do anything. Fiercely and
Fearlessly
. As a global company that drives
culture
we endeavor to reflect the world’s diverse voices both internally and externally to ensure success in our mission.
Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.
Per local requirements and in the interest of transparency, the range shown below reflects the prevalent current hiring range for this position, based on various factors, including budget and industry data. Endeavor strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, robust benefits, growth and developmental opportunities, and other offerings.
Hiring Range Minimum:
Hiring Range Maximum:
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