Customer Service Representative

Swimmer Care Team

A Bit About Us

Core Values: Safety, Integrity, Fun, Community, and Growth

Splash N’ Learn is a women founded swim school created by passionate leaders who have individually built trusted and thriving swim programs. Together, they’ve launched a new and collaborative venture built on partnership, purpose, and the belief that we are stronger together.

Our mission is simple: Be a place where kids can splash, learn, and grow in a safe, nurturing, and empowering environment.

The Opportunity

In this role you will be working closely with our management team, aquatic team, and clients to create a fun, safe, and supportive environment for all. The role is crucial in promoting our programs, ensuring client satisfaction, and supporting operational efficiency.

You’ll be at the forefront of client engagement, helping them understand the benefits of our swim programs and encouraging registrations. This role combines customer service, sales, and administrative responsibilities to help us make a splash in the world.

Who You Are

You are looking to increase your skills in sales, customer service, and play a key role at a growing company. You are a people person, enthusiastic, and driven to help others succeed. If you’re energetic, self-motivated, and ready to take on challenges, you’ll fit right in at Splash N’ Learn.

Responsibilities

• Customer Engagement

• Welcome clients with a friendly and upbeat attitude, creating a positive impression

• Deliver exceptional customer service, promptly addressing inquiries, concerns, and requests

• Efficiently manage customer complaints, aiming for quick resolution and client satisfaction

• Be knowledgeable of programs being offered and the Splash N/ Learn methodology

• Assist new clients in creating accounts, explaining policies, procedures, and online forms.

• Ensure families check in for each swim lesson, maintaining accurate records

• Assist in the growth and scheduling of registration processes, including rolling registration

• Update clients through email or phone on any changes to scheduled classes or unforeseen events (e.g., pool closures)

• Develop, promote, and maintain positive relationships with clients and staff.

• Administrative Tasks

• Maintain precise attendance records, proactively addressing consecutive no-call/no-show absences

• Manage session bookings and makeup classes, ensuring accuracy in scheduling

• Process registrations, payments, and create approved payment plans

• Update and manage client information and notes in the computer system promptly

• Handle class requests, waitlists, and instructor requests, liaising with relevant parties

• Ensure all logbooks are accurately maintained, including customer concerns, phone inquiries, and operational logs

• Answer telephones in a timely and courteous manner. Manage time-sensitive matters efficiently and proactively

• Collaborate with aquatic supervisors and assistant managers, conveying client-interaction insights

• Continuously monitor open classes and assess fill rates for each level as well as day of the week; make changes to the schedule as needed

• Communicate birthday celebrations and important recognitions to supervisors and lead instructors

• Operational Support

• Support the day-to-day operations of the swim school across all locations to ensure the delivery of programs, services, and facilities that create a vibrant, welcoming environment.

• Maintain the cleanliness of the administration office, viewing gallery and main entrance.

• Ensure client confidential information is secure.

• Monitor cleanliness in the change room throughout the day (ensure adequate supplies, clean floors, clean toilets, etc.).

• Attend meetings and training sessions as necessary.

• Adapt to system and process changes to ensure operational efficiency

Qualifications

• 1+ years in a sales environment

• 1+ years in a customer service or administrative environment

• Current Standard First Aid Award preferred

• Acceptable police check for vulnerable sector

The Skill Set

• Proficient with MS Office, including Word and Excel as well as Google Suites. Working knowledge of iClassPro registration software.

• Excellent oral and written communication skills

• Concern for Health and Safety: Acknowledges and understands how to manage and educate others of risk and harm reduction.

• Creativity and Innovation: Develops new ways or adapts existing ideas to help achieve desired result

• Relationship Building and Collaboration: Builds positive interactions, both internally and externally, to build enthusiasm and appreciation to achieve work related goals.

• In addition to the above competencies the associated core competencies are required: commitment to organization vision and values, diversity, integrity, teamwork