Customer Service Manager

Benefits

• Employee discounts
• Free uniforms
• Opportunity for advancement
• Training & development

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.

• 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

• 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

• 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

• 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

• 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

• 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