Job description
Job Description
Who We Are:
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 offers an innovative suite of on-campus and online experiences, providing growth opportunities for all student-athletes through:
- Boarding school and camps, via a 600-acre state-of-the-art campus in Bradenton, Fla. (
IMGAcademy.com)
- Online coaching via the IMG Academy+ brand, with a focus on personal development through the lens of sport and performance (
IMGAcademy.com/Plus)
- Online college recruiting, via the NCSA brand, providing content, tools, coaching and access to a network of 40,000 college coaches (
ncsasports.org)
Our team has a deep appreciation for the transformative power of sports and holistic personal development. Our leadership is actively investing in the growth of the organization. We continue to broaden and deepen our technology platform and team in pursuit of our vision for empowering youth sports and the path-to-college for student-athletes.
IMG Academy is part of the Endeavor family of companies (NYSE:EDR).
Endeavor is a global sports and entertainment company, home to the world’s most dynamic and engaging storytellers, brands, live events and experiences. The company is comprised of industry leaders including entertainment agency WME; sports, fashion, events and media company IMG; and premier mixed martial arts organization UFC. The Endeavor network specializes in talent representation, sports operations & advisory, event & experiences management, media production & distribution, experiential marketing and brand licensing.
What You’ll Do:
The Member Support Lead demonstrates the highest-level of customer service, problem-solving and conflict resolution for our members. This position manages all forms of financial inquiries from our members, including cancellation and refund requests. The Member Support Lead uses his/her superior communication and problem-solving skills to resolve common problems that our members face to help them steer towards success with their memberships, while remaining committed to company revenue goals.
If you share the passion, energy and appreciation for what sports has done for you, are competitive and goal oriented, and are interested in making a difference in a family's life daily, you are in the right place.
- Manages all forms of inbound contact (phone calls, emails, texts) from members of the NCSA network
- Provides a world-class customer experience to NCSA’s clients
- Manages all forms of financial inquiries from current clients, including cancellation and refund requests
- Manages all forms of escalations, with the primary goal of resolving problems and issues
- Proactively reaches out to at-risk and former members, to help re-engage and retain them
- Accountable to client experience as well as company revenue goals.
- Coaches NCSA student-athletes and families as needed
You Have These:
- Bachelor’s Degree or 2+ years of customer service experience
- World-class customer service skills
- Exceptional problem-solving skills
- Organized and detail oriented
- Strong work ethic with team player attitude and mentality
- Excellent writing skills
- Proficiency with Microsoft Word, Excel and Outlook
- Goal-oriented with a desire to succeed
- Passionate about college athletics
How we work:
Endeavor is at the center of sports, media, entertainment, and fashion and is a largely relationship-based business. Where and how we work has changed over the years, but our ability to collaborate and achieve great things together remains the same. At NCSA, we celebrate each win and find creative ways to keep our competitive edge at work. Whether it’s a virtual fitness challenge, team huddle or gathering, we’ll provide the experiences to help you feel connected – even when you work from home.
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 perfect 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.
Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.
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