Customer Care Associate

YEB PAYROLL•Tulsa, OK

7d•Onsite

About The Position

The Customer Care Associate is the welcoming face of the 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 working in a high-energy, child-focused environment, values teamwork, and builds positive relationships with customers. The position involves administrative duties, sales and retention support, customer communication, facility upkeep, and collaboration with instructors and managers. It is an on-site role requiring 10+ hours per week; seasonality may affect hours. Weekday, weeknight, and weekend availability is required. 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 lbs. 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 Terms & Conditions processing, aged accounts follow-up, and attendance tracking using iClassPro or an equivalent system.
Answer incoming phone calls within three rings and return messages promptly.
Maintain accurate and timely student attendance records.
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.
Perform retention activities, including re-enrollment calls, outreach to families of dropped students, and parent check-ins.
Manage in-school customer requests, including schedule changes, account updates, and billing questions.
Welcome customers warmly and professionally, greeting them by name and ensuring families feel appreciated.
Conduct school tours, explain programs, and communicate the value of lessons.
Respond accurately, enthusiastically, and empathetically to customer inquiries in person, by phone, and by email.
Address and de-escalate customer issues promptly, seeking 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.
Follow brand and facility standards to support a safety-focused culture.
Participate in staff meetings and training sessions to improve service.