Bilingual Customer Support Specialist

Triton Environmental Consultants, Ltd.; Bradenton (FL); Hybrid; USD 42,000 - 56,000; Full time

Job summary

IMG Academy is seeking a Customer Support Specialist to coordinate logistics for student athletes’ on-campus experiences and assist with onboarding and arrival. You will ensure families receive resources and support for an exceptional training experience.

Responsibilities include communicating requirements, identifying add-ons, and using CRM to track follow-ups and notes. Strong MS Office/Outlook skills and bilingual ability are valuable assets.

Qualifications

• Customer-focused approach with strong communication.
• Experience handling high-volume calls and CRM systems.
• Fluent in multiple languages a plus (Spanish, Japanese, Chinese).

Responsibilities

• Coordinate on-campus logistics for student athletes and families.
• Identify and upsell add-ons such as transportation, gear packages, and trips.
• Maintain CRM records for pipeline, follow-ups, and notes for each family.
• Serve as liaison between staff and campers to resolve pre/during/post-training concerns.

Skills

Customer-focused

Communication skills

Bilingual (Spanish/Japanese/Chinese)

Education

Sports Marketing / related business degree

Tools

MS Office

CRM System

Outlook

Job description

Position Summary:

TheCustomer Support Specialistwill be responsible for working with families to coordinate the logistics of their student athletes on-campus experience and support them in the onboarding and arrival process. Ideally, each family has been given the resources and support that is necessary for the student athlete to have an incredible training experience at IMG Academy!

Position Responsibilities:

• Effectively communicating with clients about requirements and expectations for their training experience
• Identify and sell add-on products such as transportation, gear packages, off-campus trips etc. as well as upgrading their current training program
• Determine customer needs and expectations while making expert recommendations to maximize the customer’s experience
• Properly and effectively use the necessary CRM software to track pipeline, sales, scheduled follow-ups and record of pertinent notes for each customer
• Demonstrate product knowledge in all areas of the camp program, sports, & IMG campus
• Manage new camp enrollees, current campers, post-camp concerns/questions
• Act as a liaison and point of contact between staff and campers specifically when they have concerns about the overall training experience before, during, and after time on campus
• Maintain close relationship with Camp Directors to generate beneficial outcomes for both the camper and IMG Academy
• Identify new opportunities for business development designed to increase camp program enrollment
• Provide coverage, manage, and assist with the clearance of registration forms for camp and boarding school
• Assist with overflow of needs from other departments especially during peak seasons on campus
• Manage time effectively, meeting personal, and company goals and working effectively with other members of the advisor team
• Provide support for Camp Advisors including adding products, completing email request, providing solutions to concerns
• Manage the general Camp Service email and phone line to fulfill customer request
• Manage the clearance of registrations forms for camp and boarding school.
• Provide coverage during check-ins to answer questions and assist with sales needs
• Adhere to all company policies, procedures, and business ethic codes
• Other duties as assigned

Knowledge, Skills and Abilities:

• Sports Marketing, Sports Management, Hospitality or related business degree
• Provides a world-class customer experience to IMG Academy camper’s and their family
• General knowledge of sports
• Experience with high-volume calling
• Experience with MS Office, Outlook, or CRM System
• Desire to work collaboratively with colleagues
• Excellent written and verbal communication skills
• Attention to detail
• Bilingual (Spanish, Japanese, Chinese)

Physical Demands and Work Environment:

• Ability to work flexible hours to include nights, weekends and holidays is required