Customer Service Representative Lead - Bilingual Mandarin/English

Premier Swim Academy - Diamond Bar•Diamond Bar, CA

22h•$23 - $25•Onsite

About The Position

Premier Swim Academy in Diamond Bar is seeking a bilingual Mandarin/English Customer Service Representative Lead to support the daily success of its front of house. The role requires fluency in both languages to communicate with families, many of whom primarily speak Mandarin. The CSR Lead keeps the front desk, lobby, and viewing room operating smoothly, accurately, and consistently throughout each shift. They ensure families receive accurate information and timely resolutions, serve as the first escalation point for parent concerns before they reach the Admin Manager, provide primary shift support to Customer Service Representatives, and act as a liaison between families, the front desk team, and deck leadership. This is a part-time, hourly role paying $23.00–$25.00 per hour. The position requires availability for at least three shifts on weekday evenings and Saturdays, based on business needs, plus reliable coverage of scheduled shifts and occasional substitute shifts. The work environment is warm and humid around the pool, with moderate to loud noise levels. Staff must follow required safety precautions.

Requirements

Fluency in Mandarin and English to communicate effectively with Mandarin-speaking families and the team.
At least 3 months of experience as a Customer Service Representative or in an equivalent front desk role.
Ability to independently handle enrollments, transfers, class drops, makeup classes, schedule changes, account edits and notes, and correct other staff members' entry errors.
Ability to de-escalate upset parents in person and by phone, make judgment calls within approval limits, and recognize matters that must be escalated.
Clear written communication and ability to lead by example and coach peers in the moment.
Availability for at least 3 shifts on weekday evenings and Saturdays, based on business needs, and ability to reliably cover scheduled shifts and occasional substitute shifts.
Ability to obtain and maintain a StarGuard Elite Basic Life Support certification.

Responsibilities

Communicate with Mandarin-speaking families in person, by phone, and by email, and help other staff translate as needed.
Maintain a visible presence across the front desk and lobby so families are oriented and the desk is not unattended.
Serve as the first escalation point for parent concerns, resolving them when possible or handing them off to management with a written summary, and follow up on open issues until they are closed.
Approve routine account adjustments within defined limits and escalate matters beyond those limits to management.
Review schedules, rosters, and enrollment changes in the class management software at the start of each shift, ensuring trial classes, makeup classes, transfers, and schedule changes are entered correctly.
Manage check-in flow and lobby capacity during class transitions, and guide viewing room guests until handoff to pool deck staff.
Answer phone and email inquiries, resolve service questions directly, and route enrollment decisions to management.
Ensure swim level changes are communicated to families and accurately reflected in their accounts.
Coach Customer Service Representatives in the moment on phone handling, check-in accuracy, documentation, and de-escalation.
Delegate and verify opening, closing, and lobby-readiness tasks, including cleanliness, signage, and stocked materials.
Share deck-relevant information with pool deck leadership, including late arrivals, instructor requests, and parent safety concerns.
Document shift reports and significant parent interactions clearly in the internal reporting system so a manager can act without follow-up questions.
Complete end-of-shift closing and security procedures.