Customer Care Associate
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. The role is suited to someone who thrives in a high-energy, child-focused environment, values teamwork, and enjoys building positive relationships with customers. It offers an opportunity to support community swim education and make a positive impact on children’s lives. The position involves administrative and facility support, sales and retention activities, and customer-facing service. The associate works with instructors and managers to support smooth operations and a safety-focused culture. The role is on-site, requires 10 or more hours per week, and may be affected by seasonality. Weekday, weeknight, and weekend availability is required. The associate 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 are required within 30 days of hire; training is available.
- Availability to work weekdays, weeknights, and weekends.
- Able to work at least 10 hours per week; hours may be affected by seasonality.
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 promptly.
- Maintain accurate and timely student attendance records.
- Help keep the lobby, observation area, restrooms, and front desk clean.
- 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.
- Handle greetings and goodbyes so every family feels 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, 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.
- Adhere to brand and facility standards to support a safety-focused culture.
- Participate in staff meetings and training sessions to improve service.
Benefits
- Paid training
- Daily pay available
- SafeSplash Brands Curriculum Certification
- Flexible hours
- Free swim lessons for immediate family of employees
- Career growth
- Health benefits for employees working 30 or more hours per week
- Paid time off for employees working 30 or more hours per week
- Wealth benefits for employees working 30 or more hours per week
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
