Customer Service | Sales Representative

• Answer all inbound phone calls with speed, accuracy, and professionalism
• Follow up with voicemails or missed calls within 24 hours
• Respond to incoming emails using TWO-provided templates and best practices
• Assist parents with registration questions, scheduling concerns, and general inquiries

• Identify opportunities to upsell or re-engage families for upcoming seasons
• Maintain strong understanding of current promotions and talking points
• Encourage registration completion and help overcome objections (pricing, timing, etc.)

• Monitor and resolve customer issues submitted through Listen360
• Track and escalate repeat issues, complaints, or unusual patterns to the Director of Ops
• Maintain service tone that aligns with both TWO and the client’s brand values

• Warm, professional phone presence and strong active listening skills
• Confident communicator with clear written grammar and email etiquette
• Previous experience in customer service or phone-based sales (preferred)
• Comfortable using CRM tools, Gmail, and feedback platforms like Listen360
• Fluent in English (bilingual a plus)
• Able to work independently with minimal supervision
• High accountability to response time and follow-through

• Reports to: Director of Operations – TWO
• Supports: i9 Sports client programs (multi-territory)
• Works closely with: Program Directors & Marketing Team

• Schedule & Flexibility: This is a seasonally active role. While hours are generally stable (Tuesday–Saturday, 9:00–5:00), small shifts may occur due to volume or season timing. Occasional Sunday follow-up hours may be requested during peak seasons.
• Other Duties as Assigned: This position may evolve to include administrative, outreach, or customer retention projects.

• Employment Type: W-2, at-will employment position
• Performance & Retention Criteria:
   
  • Timeliness and professionalism in handling all calls and emails
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  • Responsiveness to communication metrics and follow-up expectations
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  • Clarity, tone, and accuracy in parent-facing interactions
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  • Alignment with TWO’s culture of empathy, ownership, and excellence
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• Reviews & Growth: Check-ins may occur at 30, 60, and 90 days, then regularly for communication quality, registration conversion rates, and client satisfaction
• Confidentiality: A signed NDA is required. All family data, feedback, and internal tools must be handled securely and professionally

With over 3.5 million registrations in communities across the country, i9 Sports is the nation's largest multi-sport provider focused solely on high-quality, community-based youth sports programs. We offer youth sports leagues, camps and clinics for kids ages 3 and up in today's most popular sports such as: flag football, soccer, basketball, baseball, volleyball, and lacrosse. To achieve our mission of helping kids succeed in life through sports, i9 Sports provides a youth sports experience unlike any other, teaching the importance of good sportsmanship on the field and in life. We are committed to providing age-appropriate instruction, making sports fun for kids, and convenient for today's busy families. To us, it's The Way Youth Sports Should Be.

Each franchised location is independently owned and operated and is solely and exclusively responsible for determining local hiring decisions, compensation, benefits, and other terms of employment.