What are the responsibilities and job description for the Member Support Lead position at NCSA College Recruiting?
Who We Are:
About NCSA College Recruiting
NCSA College Recruiting is the world largest college recruiting platform, providing student-athletes content, tools, coaching and access to a network of 40,000 college coaches across 37 sports. NCSA is an online experience of IMG Academy, the world’s leading sports education brand. IMG Academy provides a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. Additional on-campus and online experiences include:
- Boarding school and camps, via a state-of-the-art campus in Bradenton, Fl.
- Online coaching via IMG Academy , with a focus on personal development through the lens of sport and performance
- To learn more about NCSA, visit www.ncsasports.org
Position Summary:
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
Knowledge, Skills, and Abilities:
- 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
Background Requirements
- Requires a background check upon offer
Get to know us better:
https://www.ncsasports.org/who-is-ncsa
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.
