Customer Service 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 both members and staff alike.

At Pacific Edge: We put PEOPLE FIRST - keeping the well-being and needs of our customers and staff at the forefront of what we do. We are ENGAGED - staying actively involved and passionate about our mission to cultivate the PESA experience. We SEEK TO UNDERSTAND - listening to others, gaining perspective, and pursuing the knowledge it takes to build upon our positive PESA culture. We MAKE IT HAPPEN - taking initiative and accountability to proactively follow through despite challenges that may arise

Customer Business Hours:

MON - 2:30pm to 8:00pm
TUE - 2:30pm to 8:00pm
WED - 2:30pm to 8:00pm
THU - 10:30am to 2:00pm, 2:30pm to 8:00pm
FRI - 2:30pm to 8:00pm
SAT - 8:45am to 1:30pm (1:30pm to 9:00pm for events)
SUN - CLOSED

Our Communications Department is looking to turn leads into customers & customers into fans. We are looking for a capable manager to join our team! Our ideal candidate would be a quick problem solver with an approachable personality. We are looking for someone who is able to thrive in the midst of a little chaos and is willing to represent our company in a friendly and professional manner at all times. Our biggest goal is to make our current and potential members feel welcome and valued. This position works directly with our Communications Operations Senior Manager and is a key player in ensuring timely and accurate communication to our members.

Qualified candidates must have:

• Experience: 1 year experience in management (in customer service or sales preferred, but not required)
• Education: High School diploma or equivalent (required)
• Schedule: Desired availability Monday-Friday 12:00pm to 8:15pm, and Saturday 8:30am to 3:00pm. This is a FULL-TIME position and requires a commitment of 30-35 hours/week.

Customer Service Manager responsibilities include but are not limited to:

• You will have specialized knowledge about all programs to be able to go above & beyond for your clients to solve issues & provide them with quick answers
• You will work more closely with the Program Supervisors, as well as the Programs Managers if needed to solve problems for your clients
• You will be contacting leads for all programs using our CRM Portal to get them signed up
• You will be clients back-up go-to for everything they need in the gym, minus feedback about their child in their classes
  • You will enroll them
  • Continue to make sure they are happy in their class & at our facility
  • Help with any transfers, event enrollments, makeups, absences, policy & billing questions, dropping
  • When they want to come back, they will contact you!
• General Admin:
  • All Programs Correspondence: Phone Calls, Emails, Texts, & In-person Conversations
  • Student Movement Log - all tabs
  • Continuous Follow Up with all clients - 30, 60, 90
  • Tracking & Alerts all programs
  • Absence Reports for all programs
  • Aged Accounts for all programs
  • Drops for all programs
  • Mass emails to all programs for closures, clinics, etc
  • Auditing
  • Customer Escalations
• Management Duties:
  • 1 on 1s with all direct staff
  • Hire, fire, & hold staff accountable using our Core Values
  • Host monthly staff meetings to keep them up-to-date & bonded
  • EOS Reading & Development
  • Weekly Level 10 Department Meetings
  • Write, integrate, & keep processes up to date & in place within your department
  • Schedule all direct staff
  • Accountable for assigned Weekly Scorecard Numbers being successful
• Physical demands of this position:
  • Regularly talk, hear, and communicate with both adults and children.
  • Frequently use hands or fingers, handle or feel objects, tools, and controls.
  • Frequently stand, walk, sit, and reach with hands and arms.
  • Occasionally lift and/or move up to 50 pounds & climb ladders.
  • Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
  • The noise level in the work environment is moderate to high.

Desired Skills & Characteristics:

• Bilingual (Spanish-speaking preferred, but not required)
• Experience working with Google Suite (preferred, but not required)
• Excellent verbal, written, and interpersonal communication skills.
• Strong self-management, highly-productive, detail-oriented, and accountable.
• Must be able to represent our company with a high level of professionalism, interacting with visitors, members, as well as staff in a friendly and courteous manner. Please note that this position works mainly with guardians of our athletes.
• Must be able to simultaneously handle multiple tasks and front desk activity calmly, efficiently, and accurately while maintaining an approachable and friendly demeanor in high-stress or fast-paced situations.
• Must be able to work independently as well as collaboratively as part of a team.
• Must possess mental and physical capacities necessary to perform job duties and thrive in a fast-paced, family-focused environment.
• Experience in food-handling or retail sales is a plus, but not required.

Salary Range: $23.15 to $25.52 per hour (depending on industry experience)

Perks:

• Set schedules (no guessing on when you’ll be scheduled to work)
• Full-time (30-35 hours/week)
• Discounts on tuition and events for immediate family members
• Discounts and credits for Pacific Edge Pro Shop merch
• 2 free uniform apparel items upon hire and more free PESA swag after 60 days
• Profit sharing plan (upon eligibility; restrictions apply)
• Full time employees are eligible for Medical/Dental/Vision
• Regular staff hang-outs and staff appreciations
• Access to free snacks and beverages in our staff break room
• Fulfillment in being part of a family-feel professionally-ran business who serves the community
• Opportunity for growth within the company

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