The Chat Support Specialist will manage online chat and be responsible for real time assistance ranging from potential sales opportunities, customer requests, and solving customer concerns and issues.

Position Responsibilities:

• Assist in lead generation by proactively reaching out to website visitors while acting as a bridge to Advisor sales conversions
• Utilize customer service skills to solve real time issues while maintaining high level knowledge on Academy products and personnel to transfer if needed
• Partners with Management on customer and product issues to identify trends that may affect customer satisfaction levels while tracking chat KPI’s to provide a better overall customer experience
• Demonstrate technical selling skills and product knowledge in all areas of IMG Academy
• Properly and effectively use the necessary CRM software to add data, confirm correct information, and better help in transferring to correct department or Sales Advisor
• Educate customers about terminology, features and benefits of various IMG Academy products
• Provide support and cover for other departments based on business needs: Boarding School and Camp forms, customer support, and operator
• Maintain a thorough knowledge of IMG Academy campus
• Determine customer needs and expectations while making expert recommendations to maximize the customer’s experience
• Manage time effectively, meeting personal and company goals and working effectively with other members of the advisor team
• Attend regular Sport Advisor team meetings and supporting peers, as needed
• Adhere to all company policies, procedures and business ethic codes
• Other duties as assigned

Knowledge, Skills and Abilities:

• Marketing, Sports Marketing, Sports Management or related business majors preferred
• 0-1 years of customer experience preferred
• General knowledge of sports and athletics
• Experience with online chat
• Experience with MS Office
• Desire to work collaboratively with colleagues
• Excellent written and verbal communication skills
• Attention to detail

Preferred Skills:

• Bilingual
• Master’s degree in Sports Management, Business or related field.

Physical Demands and Work Environment:

• Ability to work flexible hours to include nights, weekends and holidays is required
• Ability to lift, move, push and pull equipment or boxes in excess of 40lbs.
• Should be able to handle outdoor temperatures for a reasonable period of time.
• Must be able to move around campus which includes gym, turf, fields, etc.