Customer Care Associate

YEB PAYROLL • Riverhead, NY

3d • 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 associate helps create memorable experiences for families while supporting swimming education.

The position involves administrative and front desk work, sales and retention support, customer service, and coordination with instructors and managers. It is on-site and requires work on weekdays, weeknights, and weekends, for at least 10 hours per week; hours may vary with seasonality. The role reports to School Leadership.

Requirements

• Strong written and verbal communication skills.
• Ability to multitask in a fast-paced environment, remain agile, 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 are 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.
• Help maintain the 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, greet them by name, and ensure families feel appreciated when arriving and leaving.
• Conduct school tours, explain programs, and communicate 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 and find solutions that strengthen relationships.
• Proactively engage 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.

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.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED