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
- Responsiveness to communication metrics and follow-up expectations
- Clarity, tone, and accuracy in parent-facing interactions
- Alignment with TWO’s culture of empathy, ownership, and excellence
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.

Compensation: $25,000.00 per year

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.

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