Customer Service Representative

Part-Time Swim Care & Office Administrator

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. Must be willing to work at all Davina’s Swim House locations

Position Summary

The Part-Time Swim Care & Office Administrator is responsible for delivering exceptional customer service, supporting swim registration and sales, maintaining a welcoming and professional facility environment, and ensuring every swimmer and family has a positive experience from their first inquiry through ongoing participation in our programs.

Key Responsibilities

Client Experience & Hospitality

Team members are expected to go beyond basic customer service by:

• Anticipating family needs before being asked.
• Taking ownership of problems until they are fully resolved.
• Personalizing interactions and using swimmers’ names whenever possible.
• Creating small moments of delight that make families feel genuinely cared for.
• Ensuring every family leaves feeling welcomed, supported, and appreciated.
• Greet every swimmer, parent, and visitor with a smile, eye contact, and enthusiastic welcome.
• Build rapport with families and create a warm, welcoming environment.
• Learn and use swimmers’ names whenever possible and celebrate milestones such as first lessons and birthdays.
• Provide extraordinary hospitality inspired by Unreasonable Hospitality by anticipating family needs, reducing stress, and creating memorable experiences.

Swim Registration & Sales

• Assist new and returning families with selecting appropriate swim levels and programs.
• Process registrations, transfers, withdrawals, trial lessons, payment plans, and account updates using Jackrabbit.
• Promote and sell swim lessons, leadership programs, camps, future sessions, and merchandise when appropriate.
• Explain DSH policies, progressive learning, and program options clearly and confidently.

Communication

• Answer phones using the approved DSH greeting and provide accurate program information.
• Respond to emails professionally using proper grammar, spelling, and DSH terminology.
• Return voicemails promptly and follow through on client questions and concerns.
• Escalate swimmer assessment inquiries to Deck Leads and complaints or major concerns to the Facility Manager when required.

Administrative & Office Duties

• Open and close the administration office according to DSH procedures.
• Prepare attendance and deck sheets and electronically check swimmers in as they arrive.
• Input attendance, absences, notes, and account updates into Jackrabbit.
• Process payments, invoices, receipts, gift certificates, and merchandise sales.
• Maintain accurate client records and monitor outstanding balances and follow-up communication.

Facility Operations & Cleanliness

• Keep the front desk, office, viewing areas, hallways, and change rooms clean and organized.
• Complete cleaning checklists and sanitize workstations, phones, keyboards, and other high-touch surfaces.
• Maintain birthday boards, signage, colouring stations, inventory displays, and lost & found areas.
• Ensure the facility remains safe, professional, and welcoming for all guests.

Emergency & Operational Support

• Assist with pool fouling, mechanical closures, schedule changes, and other operational disruptions by contacting families and updating attendance and closure records.
• Understand emergency meeting points, communication procedures, and the role of the Swim Care Team during emergencies.
• Follow Working Alone, Fire Safety, and all DSH emergency procedures.

Qualifications

• Previous customer service, hospitality, recreation, retail, or swim school experience is required.
• Strong verbal and written communication skills.
• Comfortable using computers (both PC, Apple and tablets), email systems, and registration software such as Jackrabbit,
• Must be proficient in Microsoft excel and word
• Excellent organization, multitasking, and time-management skills.
• Friendly, outgoing, and professional personality with a passion for working with children and families.
• Availability to work evenings, weekends, and occasional holidays as required.
• Standard First Aid
• Vulnerable Sector Police Check Required

Performance Expectations

Success in this role will be measured by:

• Positive client feedback and strong family relationships.
• Timely response to phone and email inquiries.
• Accurate registration, billing, and attendance processing.
• Contribution to swim registration growth and swimmer retention.
• Cleanliness and organization of facility and office areas.
• Consistent demonstration of DSH hospitality and customer care standards.

What the Recruitment Process Looks Like

• A phone screen with HR who will discuss your interest in DSH and how your background aligns with this role
• An interview which will allow you to expand on your experience and ask further questions about the role and team
• A final virtual interview with management to answer any remaining questions you may have.

The DSH Client Experience Promise

At Davina’s Swim House, we do more than register swimmers for lessons — we create a community where children gain confidence, families feel connected, and every interaction reflects care, warmth, professionalism, and unforgettable hospitality.

At DSH, we’re committed to diversity, equity, and inclusion. We are an equal opportunity employer. We welcome and encourage applications from ALL qualified candidates. If, at any point in the recruitment process, you require any accommodations or assistance, please contact us at [email protected]. We thank all candidates for their interest in DSH however, only those candidates selected for an interview will be contacted.