Senior Customer Support Specialist

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