Customer Relations Senior Manager

Pacific Edge Sports Academy Inc. is a company whose mission is to support every child's developing life story through youth sports. Serving Fairfield, California and its surrounding areas since 2015, we prioritize our key cornerstones of safety, quality, opportunity, and community by fostering a positive environment for growth and mentorship for members as well as for each of our staff.

Ideal candidates would exhibit Pacific Edge's core values of

• maintaining open and honest communication
• being whole heartedly approachable
• being willing and able to learn & grow
• becoming a part of our community
• performing with consistent quality
• doing the right thing
  
  

Business Hours:

MON 3-8pm

TUE 3-8pm

WED 2:30-8pm

THU 10:15am-1:30pm, 3-8pm

FRI 3-8pm

SAT 8:15am-1:30pm (1:30-9pm for events)

SUN - CLOSED

This position is in the Customer Relations Department and reports to the Sales & Marketing Director. Our Customer Relations Department can be seen as similar to sales departments of gyms or health clubs, but we are more focused on helping our customers get enrolled into classes that best fit their individual needs rather than being focused on the sale. The Customer Relations Department is key to creating a positive experience for the families we serve, so our priority is to make sure we are wholeheartedly taking their best interest into account when finding the proper enrollment for them.

• Responsibilities
• LMA (Lead, Manage, Accountable)
• Lead your team by example
• Fill in for call outs when no other solution is available
• Manage your teams schedules, engagement, reward & discipline, ongoing training, hiring, & onboarding
• You are accountable for everyone that works underneath you & every process that occurs in your department
• Daily Plans & Auditing
• Create Daily Plans for each of our customer-facing desks so they are all on the same page
• Audit enrollments, waitlists, classes, camps, staff accounts, phone calls, emails, etc
• Customer Escalations
• “I’d like to speak with your manager,” is your cue!
• Or, if you notice situations that are about to escalate, step in & deescalate!
• Meetings
• Attending weekly Level 10 Department meetings with Sales & Marketing Director & Marketing Supervisor
• Meet with all staff you supervise on a regular basis in 1 on 1s
• Attend Quarterly All Staff Meetings, Quarterly Department Planning Meetings, & any other consistent meetings that deem necessary to schedule
• Brand Communication & Consistency
• Work with our Marketing Supervisor to keep all messaging, branding, & information consistent across all of our platforms (which includes in-person)
• Make sure all of your staff understands how to speak about our programs, events, & business as whole as they are the voice of our business to current & future members

• Wanted Skills & Characteristics:
• Loves to talk to all types of people & assist them in finding what they need & want
• Detail-oriented self-starter who can work independently as well as part of a team
• Strong self-management skills, productivity minded, and highly accountable
• Experience in sales & customer service
• Ability to work accurately and efficiently in high stress situations
  

Salary Range: $19.00 to $23.50 per hour

Benefits:

• Discounts on tuition & events for immediate family members
• Employee discount on Pacific Edge Pro Shop merchandise
• 2 free uniform apparel items upon hire and an additional free apparel item upon completion of a 60-day training probationary period
• iClass credits awarded annually for use towards our snack bar, Pro Shop merchandise, and services
• Crunch Fitness membership discount
• Access to supplemental insurance as well as a 401k plan (upon eligibility; restrictions apply)
• Full time employees are eligible for Medical/Dental/Vision
  
  

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