Customer Service Manager
Job Description
Job DescriptionBenefits:
- Employee discounts
- Free uniforms
- Opportunity for advancement
- Training & development
General Overview
At D-BAT Virginia Beach, we are more than a premier baseball and softball training facility we are a high-energy, high-accountability environment committed to athlete development and operational excellence. From youth players to professional prospects, we provide elite instruction within a structured, professional setting.
The Customer Service Manager plays a critical leadership role in shaping and protecting the overall customer experience. This position is responsible for front-of-house leadership, service standards, scheduling accuracy, account follow-up, and policy enforcement.
This is not simply a front desk position. This role sets the tone for professionalism, accountability, and consistency throughout the facility while ensuring all families experience clear communication, structure, and exceptional service.
Essential Duties & ResponsibilitiesCustomer Experience Leadership
- Establish and uphold high customer service standards across all front-of-house interactions
- Lead by example in professionalism, energy, and communication
- Train, coach, and hold front desk staff accountable to service expectations
- Ability to handle escalated customer concerns
- Resolve conflicts professionally while maintaining company policies
- Monitor customer feedback and identify opportunities to improve service processes
- Ensure all communication reflects the D-BAT Virginia Beach brand and values
Membership & Account Accountability
- Handle membership inquiries, changes, and cancellations in accordance with company policy
- Manage membership cancellation requests with a retention-focused approach
- Confidently and consistently enforce billing and scheduling policies
- Follow up on declined payments and outstanding balances
- Document all account interactions thoroughly and accurately
- Maintain professionalism and composure during difficult conversations
Scheduling & Program Operations
- Oversee lesson, camp, clinic, and rental scheduling for accuracy and efficiency
- Coordinate lesson adjustments and rescheduling as needed
- Maintain detailed cage notes and customer records
- Ensure coaches schedules are organized and conflict-free
- Communicate scheduling updates clearly to families and staff
Front Desk & Daily Operations
- Greet players, families, and coaches with a welcoming and professional attitude
- Manage phone, email, and in-person inquiries regarding programs and services
- Process payments and maintain accurate financial records
- Facilitate check-ins for camps, clinics, lessons, rentals, and events
- Maintain a clean, organized, and professional front desk and retail environment
- Assist with event setup and breakdown as needed
- Support management with administrative and operational tasks
Performance ExpectationsThe Customer Service & Operations Manager is expected to:
- Protect the integrity of company policies
- Maintain high standards of scheduling accuracy
- Support membership retention efforts through proactive follow-up
- Ensure consistent documentation and communication
- Contribute to a positive, structured, and disciplined facility culture
Qualifications
- Strong communication skills with the ability to handle difficult conversations confidently and professionally
- Proven customer service or leadership experience preferred
- Ability to enforce policies while maintaining composure and respect
- Highly organized with strong attention to detail
- Comfortable working in a fast-paced, high-volume sports environment
- Reliable, punctual, and professional in appearance and conduct
- Passion for baseball, softball, or sports in general
- Ability to work mornings, nights, weekends, and holidays as needed
- Ability to stand and move throughout the facility for extended periods
Please send resume to kara@dbatvirginiabeach.com