Job DescriptionJob DescriptionJob Title: Customer Service & Sales Representative (CSSR) | Full-Time (TSa)
Hours: Tuesday Saturday, 9:00AM5:00PM
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 clients youth sports programs. Youll 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 parents experience.
Core Responsibilities:
1. Customer Communication
Answer all inbound phone calls with speed, accuracy, and professionalismFollow up with voicemails or missed calls within 24 hoursRespond to incoming emails using TWO-provided templates and best practicesAssist parents with registration questions, scheduling concerns, and general inquiries2. Sales & Retention
Identify opportunities to upsell or re-engage families for upcoming seasonsMaintain strong understanding of current promotions and talking pointsEncourage registration completion and help overcome objections (pricing, timing, etc.)3. Reputation & Feedback Management
Monitor and resolve customer issues submitted through Listen360Track and escalate repeat issues, complaints, or unusual patterns to the Director of OpsMaintain service tone that aligns with both TWO and the clients brand valuesSkills & Requirements
Warm, professional phone presence and strong active listening skillsConfident communicator with clear written grammar and email etiquettePrevious experience in customer service or phone-based sales (preferred)Comfortable using CRM tools, Gmail, and feedback platforms like Listen360Fluent in English (bilingual a plus)Able to work independently with minimal supervisionHigh accountability to response time and follow-throughReporting Structure
Reports to: Director of Operations TWOSupports: i9 Sports client programs (multi-territory)Works closely with: Program Directors & Marketing TeamAdditional Notes
Schedule & Flexibility: This is a seasonally active role. While hours are generally stable (TuesdaySaturday, 9:005:00), 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 positionPerformance & Retention Criteria:
Timeliness and professionalism in handling all calls and emailsResponsiveness to communication metrics and follow-up expectationsClarity, tone, and accuracy in parent-facing interactionsAlignment with TWOs culture of empathy, ownership, and excellenceReviews & Growth: Check-ins may occur at 30, 60, and 90 days, then regularly for communication quality, registration conversion rates, and client satisfactionConfidentiality: A signed NDA is required. All family data, feedback, and internal tools must be handled securely and professionally
Flexible work from home options available.
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