Call Center Sales & Customer Care Specilist

British Swim School Hudson Waterfront

4d • Remote

About The Position

Be the Human Voice That Saves Lives.

In a world obsessed with “AI this” and “Chatbot that,” we’re doing something radical: We’re hiring more humans as agents in our call center.

At British Swim School, we know that when it comes to a child’s safety, a lot of parents want to be able to talk to real person. And this is important to us. While we do offer lots of technology solutions, we will always need real people with heart, empathy, and the “human touch” to connect with parents about the most important decision they’ll make this year.

The Mission: Why Your Voice Matters

Drowning remains the number one cause of death for children ages 1 to 4. This isn’t just a statistic; it’s a call to action.

As a Call Center Agent, you aren’t just “selling swim lessons” - you are a lifesaver on the other end of the phone. You’ll guide parents through our specialized water safety programs, helping them understand how our lessons protect their children and provide peace of mind.

You also speak Spanish - and can consult callers effortlessly in both English as well as in Spanish

Since this is a fully remote, home-based role requiring only a computer and a phone, we prioritize talent over traditional barriers and passionately welcome veterans and individuals with disabilities to lead our life-saving mission from the comfort of their own homes.

What You’ll Be Doing

Connecting, Not Just Calling: Engage in meaningful, human conversations with parents to explain the vital importance of our mission.
Sales with Soul: Use warm leads to help families find the right program and enroll their children in the nation’s premier water safety and learn-to-swim franchise.
Customer Advocacy: Provide top-tier service by solving problems, answering questions, and being a steady hand for our community.

Requirements

• Distinctly Human: You have a warm, engaging personality and believe that empathy is a superpower.
• A Connector: You can easily connect with callers you have never talked to before on the phone.
• A Natural Communicator: You can turn a standard inquiry into a life-changing enrollment.
• Purpose-Driven: You want a job that offers more than a paycheck - you want to know your work directly contributes to saving lives.
• Highly detail-oriented and process-driven.
• Strong communicator with a warm, confident phone presence.
• Must have sales experience and be conversion driven: Comfortable with sales conversations and asking for the sale.
• Able to multitask while maintaining accuracy.
• Forward thinker who anticipates issues before they happen.
• Comfortable working independently but collaborative with the team.
• Call center, sales, admin, or high-touch customer service experience preferred.
• Strong computer literacy (Google Suite, CRMs, spreadsheets).
• Ability to follow SOPs and maintain accuracy across systems.
• Reliable high-speed internet, computer with webcam, and headset.
• Ability to work evenings and weekends (we operate 7 days/week).
• Bilingual English/Spanish required.

Responsibilities

• Guide families through enrollment with confidence and enthusiasm.
• Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
• Ask thoughtful questions to understand family goals and recommend the right class level.
• Overcome objections and confidently guide families toward enrollment.
• Support retention efforts by understanding concerns and offering thoughtful solutions.
• Provide clear explanations of policies, billing, and scheduling.
• Process cancellations, online enrollments, account updates, and billing changes.
• Manage and maintain our in-house ticketing system.
• Follow SOPs accurately and consistently.
• Document interactions thoroughly to ensure smooth team communication.
• Catch errors before they become problems - strong attention to detail is essential.
• Balance accuracy with efficiency while managing multiple systems.

Benefits

• Health insurance
• Paid time off
• Weekly base pay
• Monthly Commission + performance bonuses (up to 25% extra over base pay upon goal achievments)
• Flexible scheduling
• Gym reimbursement (up to $25/month)
• 401(k) plan
• Medical insurance options
• Growth opportunities within a fast-growing franchise

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed