Job Title: Customer Service & Sales Representative (CSSR) | Full-Time (T–Sa)
Hours: Tuesday – Saturday, 9:00AM–5:00PM
About TWO:
Team Work Operations (TWO) is a business operations management company providing staffing and execution services for high-performing businesses. As the voice of TWO (and our clients), the CSSR plays a vital role in keeping families informed, happy, and engaged throughout every season.
This role supports i9 Sports franchises, but the CSSR is a TWO employee.
Overview:
The Customer Service & Sales Rep (CSSR) is the first point of contact for families engaging with our client’s youth sports programs. You’ll manage high-volume inbound and outbound communication. Primarily through phone calls, email, and follow-up tasks through Listen360, ensuring parents feel heard, supported, and excited to return season after season.
You are equal parts empathetic, organized, and proactive, and you understand that every conversation has the power to make or break a parent’s experience.
Core Responsibilities:
1. Customer Communication
- 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
2. Sales & Retention
- 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.)
3. Reputation & Feedback Management
- 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
Skills & Requirements
- 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
Reporting Structure
- Reports to: Director of Operations – TWO
- Supports: i9 Sports client programs (multi-territory)
- Works closely with: Program Directors & Marketing Team
Additional Notes
- 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.
Contractual Structure
- 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
Flexible work from home options available.
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.