Customer Care Associate

YEB PAYROLL•Smyrna, GA

6d•Onsite

About The Position

The Customer Care Associate is the welcoming face of the swim school, providing exceptional service, supporting lead conversion and retention, and ensuring smooth front desk operations. The role is suited to someone who thrives in a high-energy, child-focused environment, values teamwork, and enjoys building positive relationships with customers. The position is on-site and requires 10 or more hours per week; seasonality may affect hours. Weekday, weeknight, and weekend availability is required. The role reports to School Leadership. The associate handles administrative and front desk operations, supports sales and retention, and provides warm, responsive customer service to families. They also collaborate with instructors and managers, maintain facility cleanliness, and support a safety-focused culture by following brand and facility standards.

Requirements

High school diploma or equivalent preferred.
Strong written and verbal communication skills.
Ability to multitask in a fast-paced environment while being agile and taking initiative.
Comfort working in and around water, with children and parents.
Ability to lift 30 lbs. and remain on your feet for long periods.
CPR, First Aid, and AED certifications are required within 30 days of hire; training is available.

Nice To Haves

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.
Carry out 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, greet them by name, and 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.
Promptly address and de-escalate customer issues, seeking solutions that strengthen relationships.
Proactively engage parents about their child’s progress and upcoming opportunities.
Collaborate with instructors and managers to ensure smooth operations.
Support a safety-focused culture by adhering to brand and facility standards.
Participate in staff meetings and training sessions to continually improve service.