ESF Camps
  • Bryn Mawr, PA, USA
  • Full Time

ESF Camps & Experiences has been a vital influence in the camping industry since its evolution in 1982. ESF (Education, Sport, and Fun) features award-winning camp programs in Pennsylvania, New Jersey, New York, Connecticut, Maryland, Delaware, and Florida for people of all ages. ESF is considered one of the country's leading camping companies and people developers.

ESF has benchmarked with blue-chip companies and organizations which include Disney, GE, Cirque du Soleil, Four Seasons, The US Marine Corps and IDEO. ESF operates an impressive portfolio of 40 nationally recognized Day Camps in multiple states (www.esfcamps.com), baseball camps with the Philadelphia Phillies (www.philliesacademy.com) in 4 states and basketball camps in 3 states with the Philadelphia 76ers (www.76erscamps.com).

Our Major Camps are specialty camp programs designed to prepare and empower campers to be tomorrow's leaders by immersing them in a FUN summer experience focused on innovation, creativity, communication, problem-solving and collaboration.

We also have a non-profit foundation which focuses on after-school mentoring and summer camps for underserved youth in 2 states (www.esfdreamcamp.org), and a non-profit foundation which provides a unique acting program to children and adults with physical disabilities (http://www.actingwithoutboundaries.org/).

Position Summary:

As part of ESF's Customer Engagement Department, a Customer Service Representative (CER) is responsible for providing customer support across all ESF's professional school site programs to enrolled families over the phone, in person, and through various events (e.g., reunions, camp fairs, open houses). This person is expected to build positive relationships, provide top-notch customer service and serve as a positive role model for camp families and team members alike.

Position Objective/Purpose:

We are seeking motivated team members who believe deeply in the organization's mission and who display a record of achievement in customer service, with the ability to assist with sales and local marketing efforts at times. The individual must be capable of supporting ESF's camp programs to enrolled families over the phone, in person and at various events.  This position, which incorporates customer service, will require the candidate to complete multiple tasks simultaneously in a fast-paced environment while maintaining the professional standards of ESF.

Position Scope Factors:

Customer Engagement Representatives (CER) are asked to support the following camp programs offered across multiple locations in PA, CT, DE, MD, NJ and NY.  Programs and/or locations are assigned to CER's and can change at any time.

  • Day Camp: ages 3-7
  • SportsLab: ages 6-14
  • Senior Camp: ages 8-15
  • Major and Tech Specialty Camps: ages 6-14
  • Year-round Enrichment programs at Episcopal, Haverford and Riverdale locations

Essential Job Responsibilities                                                               

  • Proficient knowledge of ESF's online enrollment system (Active) to complete the enrollment process and handle post-enrollment tasks leading to camp readiness, including help with internal registrations, order modifications, and payment plans
  • Fielding phone calls from alumni and newly enrolled camp parents to assist them with any enrollment items and preparing for their family's camp experience
  • Help prepare for and attend promotional and customer service events including Open Houses, Camp Fairs, Tours and Family Orientations
  • Assist at times with promotional campaign to area leagues and other community organizations (strategically planned at certain times of selling season)
  • Assist with selected promotional mailings (working with Admissions team)
  • Assist with pre-launch Early Bird season by testing online enrollment before going live (includes proofing all content before going to market)
  • Handle groupings, safe size maximums, friend requests, waitlists, special needs and custody situations
  • Strategize with field and operation managers regarding growth in enrollment when needed
  • Support multiple locations and/or programs during the summer and throughout the year. Includes camp locations, programs, and other ESF entities. This includes initial training for summer Administrative Specialists and continued support and ongoing training during the summer as needed
  • Perform on-site visits to assigned summer locations for quality control and auditing purposes
  • Track and assist with collections at the end of camp season (working with Finance Team)
  • Ability to create enrollment system reports, as needed, to prepare for pre-camp and camp operations
  • Exhibit ESF Core Values and ESF Virtues at all times and to adhere to all company policies
  • Other responsibilities as assigned by direct supervisor
  • Have fun

Position Competencies for Success:

  • Understand and support the mission of the organization
  • Excellent telephone and interpersonal skills, conveying enthusiasm, knowledge, helpfulness and confidence skills that can be applied to sales and customer service
  • The ability to interact with people at promotional events, conveying enthusiasm, knowledge, and confidence
  • Excellent verbal and written communication skills
  • Computer proficient, especially with online enrollment and lead tracking systems, such as ACTIVE and HubSpot
  • The ability to work effectively with others in all levels of the organization in a professional manner
  • Commitment to producing consistent, high-quality work
  • Positive attitude, with the ability to show patience, respect, kindness, care and empathy to camp families and all team members
  • Flexible, adaptive, and a team player

Experience Requirements:

  • Minimum 3 years on-site camp experience with ESF or similar established camp or recreational program, with experience working with camp parents in person and over the phone
  • 2-3 years previous telephone sales and customer service experience
  • Experience organizing and working promotional events
  • General experience in sales, customer service and/or retail a plus
  • Computer proficiency in Microsoft programs and experience with online enrollment and lead tracking systems 

Education Requirements:

  • Bachelor's Degree
  • Formal sales and/or customer service training preferred

Reporting Relationship(s) & Cross-functional Collaboration:

  • Reports directly to and takes direction from the Customer Engagement Leader/Division Head
  • Collaborates with the Admissions, Finance, Marketing and Programming departments
  • Collaborate with Site leaders regarding camp enrollment (i.e. enrollment optimization, grouping, special needs, etc.)

Working Conditions and Physical Requirements:

  • Year-round position
  • Ability to work on the phone up to 3 hours per day at certain times of year
  • Willingness to travel to ESF's sites and markets as needed
  • In-person interaction with current and prospective camp parents at pre-season events
  • Some weekend and evening events will be required

General Information:

  • We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements

*This Job Description is subject to change at any time.

 

 

 

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