Benefits:

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 & Responsibilities

Customer 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 Expectations

The 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