Customer Care Associate / Front Desk

YEB PAYROLL•Sterling, VA

14d•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. This 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 involves administrative and customer-service duties, sales and retention support, facility upkeep, and collaboration with instructors and managers. Work is on-site and requires availability on weekdays, weeknights, and weekends for at least 10 hours per week; seasonality may affect hours.

Requirements

High school diploma or equivalent preferred.
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 stand for long periods.
CPR, First Aid, and AED certifications required within 30 days of hire; training is available.
Availability on weekdays, weeknights, and weekends; at least 10 hours per week, with hours potentially affected by seasonality.

Nice To Haves

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 in a timely manner.
Maintain accurate and timely student attendance records.
Assist with cleanliness of 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, greeting them by name with high energy.
Conduct greetings and goodbyes so families feel appreciated.
Conduct school tours, explain programs, and emphasize 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 and find solutions that strengthen relationships.
Engage proactively with parents about their child’s progress and upcoming opportunities.
Collaborate with instructors and managers to ensure smooth operations.
Support a safety-focused culture by following brand and facility standards.
Participate in staff meetings and training sessions to continually improve service.