Client Relations Supervisor

1 week ago

Bradenton, Florida, United States IMG Academy Full time

Customer Support Manager

About IMG Academy
IMG Academy is recognized as a premier institution in sports education, offering a comprehensive educational framework that equips student-athletes for success in their academic and athletic pursuits. Our innovative programs provide numerous opportunities for growth and development through a variety of on-campus and virtual experiences.

  • Residential programs and training camps at our state-of-the-art facility.
  • Virtual coaching through the IMG Academy+ platform, focusing on personal development through sports.
  • Online college recruitment via the NCSA brand, offering resources, tools, and access to a vast network of college coaches.

The Customer Support Manager plays a crucial role in leading the customer support team, ensuring the delivery of exceptional service experiences for both prospective and current clients. This position oversees a team of customer support specialists responsible for managing the onboarding process for various programs, serving as the primary contact for clients throughout their journey.

This role involves proactively identifying ways to improve the customer experience while providing guidance to the support team in resolving complex client issues. Collaborating closely with campus leadership and sales personnel, the Customer Support Manager is essential in fostering a positive brand image for all clients.

Key Responsibilities

  • Manage the customer journey from the point of sale through to service delivery.
  • Develop a standardized customer experience framework for the support team.
  • Establish best practices for each phase of the customer journey and create tailored training programs.
  • Formulate strategies to enhance revenue from additional services such as transportation, equipment packages, and excursions.
  • Implement effective retention strategies.
  • Act as a liaison between support staff and upper management.
  • Supervise support staff in processing registration forms for various programs.
  • Conduct training sessions and meetings focused on communication, customer feedback, and best practices.
  • Manage time efficiently to meet personal and organizational objectives.
  • Provide assistance to Camp Advisors and external staff in addressing client concerns.
  • Maintain comprehensive knowledge of all camp and boarding school offerings.
  • Comply with all company policies and ethical standards.
  • Perform additional duties as assigned.

Required Qualifications

  • Bachelor's degree or equivalent professional experience.
  • 2-3 years of experience in customer service, particularly in the sports or entertainment sectors.
  • General understanding of sports.
  • Proven track record in sales performance.
  • Proficiency in MS Office applications.
  • Strong desire to collaborate with colleagues.
  • Excellent written and verbal communication abilities.
  • Strong attention to detail.

Preferred Qualifications

  • Bilingual capabilities.
  • Master's degree in Sports Management, Business, or a related field.

Physical Requirements and Work Environment

  • Ability to lift and move equipment or boxes weighing over 40 lbs.
  • Capability to navigate various campus facilities including gyms and fields.
  • Flexibility to work evenings, weekends, and holidays as needed.

Background Checks:

  • Background checks and drug testing are required upon offer.

We are committed to fostering a diverse and inclusive workplace. If you are enthusiastic about this role but do not meet every qualification, we encourage you to apply, as you may be the right fit for this or other opportunities.

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