Customer Care Associate / Front Desk

SafeSplash Swim Schools•Sterling, VA

14d•$14 - $17•Onsite

About The Position

The Customer Care Associate is the welcoming face of the SafeSplash swim school, providing exceptional customer service, supporting lead conversion and retention, and ensuring smooth front desk operations. This role is suited to someone who enjoys a high-energy, child-focused environment, teamwork, and building positive relationships with customers. The position involves administrative, sales-support, customer-service, and facility-support duties. It is on-site, requires 10 or more hours per week, and includes weekdays, weeknights, and weekends; hours may be affected by seasonality. The role reports to School Leadership.

Requirements

Strong written and verbal communication skills.
Ability to multitask in a fast-paced environment, adapt, and take initiative.
Comfort working in and around water with children and parents.
Ability to lift 30 pounds and remain on one's feet for long periods.
CPR, First Aid, and AED certifications required within 30 days of hire; training is available.

Nice To Haves

High school diploma or equivalent preferred.
Lifeguard certification preferred.
Prior swim experience preferred.

Responsibilities

Perform administrative duties, including processing Terms & Conditions, following up on aged accounts, and tracking attendance using iClassPro or an equivalent system.
Answer incoming phone calls within three rings and return messages in a timely manner.
Maintain accurate and timely student attendance records to support smooth class operations.
Assist with cleaning the lobby, observation area, restrooms, and front desk.
Support daily opening and closing procedures.
Support lead conversion through tours, trial lessons, and enrollment follow-ups.
Conduct retention activities, including re-enrollment calls, check-ins with dropped students, and parent outreach.
Manage in-school customer requests, including schedule changes, account updates, and billing questions.
Welcome customers warmly and professionally, greeting them by name with high energy.
Handle greetings and goodbyes so families feel appreciated.
Conduct school tours, explain programs, and emphasize the value of lessons.
Respond to customer inquiries in person, by phone, and by email with accuracy, enthusiasm, and empathy.
Address and de-escalate customer issues promptly, finding solutions that strengthen relationships.
Proactively engage with parents about their child's progress and upcoming opportunities.
Collaborate with instructors and managers to support smooth operations.
Adhere to brand and facility standards and support a safety-focused culture.
Participate in staff meetings and training sessions to continually improve service.