Senior Customer Support Specialist Position Available In Manatee, Florida

Senior Customer Support Specialist
Req #1098
Bradenton, FL, USA Job Description
Posted Monday, April 7, 2025 at 10:00 PM 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:

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. Job Details
Job Family
SALES
Pay Type
Hourly Bradenton, FL, USA