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Intern, Customer Experience: Feedback and Service

The Intern, Feedback and Customer Service works primarily at the headquarters office of The Headfirst Companies. The Intern will contribute to the operational and customer experience success of the Professional Sports Camps Department. The intern will produce hitting analyses and scouting reports for campers attending the  major league baseball youth camps operated by Headfirst Professional Sports Camps. The Intern will also serve as a central point of contact with customers via phone and email by responding to enrollment inquires, addressing and resolving parent questions, requests and needs, and delivering a high-touch customer service experience. The successful candidate will possess a strong baseball or softball background and knowledge base, a desire to learn the details of our baseball curriculum, and excellent written and verbal communication skills to effectively serve as a brand ambassador for The Headfirst Companies across multiple platforms and camp experiences.

The Work:
  • Analyze the hitting mechanics of campers (rising 3rd grade and older) using curriculum and vocabulary designed specifically for our camp program.
  • Deliver professional, camper-specific hitting analysis videos and scouting reports to camper families via email with constructive and detailed yet concise feedback in keeping with the vocabulary and practices of our MLB Camps curriculum.
  • Manage video and scouting report volume to ensure analyzed videos are delivered to families within outlined deadlines.
  • Track and frequently update the professional sports camps team on project status and finished product.
  • Conduct proactive enrollment and customer experience calls for both enrolled and prospective camp families.
  • Communicate with on-site camp leadership to resolve service inquiries from camp families and discuss progress of weekly video recordings on site and scouting reports.
  • Manage inbound enrollment and customer service inquires via e-mail and phone, providing high-touch service to resolve all customer questions and issues.
  • Track customer data and requests through Salesforce.com and other customer systems.
  • Educate customers on the programs, policies, and procedures of Headfirst Professional Sports Camps and Headfirst Summer Camps.
  • Complete additional tasks as requested by the leadership team of The Headfirst Companies.
The Requirements:
  • Successful completion of freshman year at an accredited undergraduate institution.
  • Preferred: College baseball or softball experience.
  • Preferred: Experience coaching and/or analyzing hitting mechanics.
  • Preferred: WordPress or InDesign experience
  • Preferred: Salesforce.com experience.
  • Preferred: Pursuing an undergraduate degree in business, sports management, communications, marketing, public relations, or other related field.
The Character:
  • A belief in The Headfirst Companies’ values and culture, and that you can make a difference in the lives of children and young adults.
  • A highly motivated self-starter who is autonomous and dependable.
  • A team player with an ability to prioritize and multi-task, working on several projects at once with different business owners, sometimes under pressure, and often with tight deadlines, while maintaining a professional demeanor.
  • A vocal, energetic, and enthusiastic leader with the charisma, passion, and polish to serve as an ambassador of The Headfirst Companies.
  • A doer focused on finishing the job every day.
  • A coachable teammate who is hungry for professional development and able to learn and improve from constructive performance feedback.
  • A professional with an entrepreneurial spirit.
  • A capacity to maintain a positive attitude in every circumstance.
  • A problem-solver who assumes responsibility beyond what is asked, and takes initiative for positive change.
  • A flexible and humble contributor with a sincere emphasis on team over self.
  • A patient individual with a stellar sense of humor.