Position Overview
The Customer Success Representative (Front Desk) is an organized, friendly professional who serves as the first point of contact for swimmers, families, and guests at our swim school locations. This role combines front desk administration, customer service, registration support, and operational assistance to help create a welcoming, safe, and positive experience for all families.
The ideal candidate for this role is personable, detail-oriented, calm under pressure, and comfortable managing multiple tasks in a fast-paced aquatic environment. This role reports to the Location Manager.
Key Responsibilities
The Position shall be measured against successful execution of tasks and responsibilities which include but may not be limited to the following:
Customer Service & Front Desk Operations
- Welcome swimmers, parents, and visitors in a friendly and professional manner
- Provide exceptional customer service in person, by phone, and by email
- Answer questions regarding programs, schedules, policies, and registration
- Assist families with account management, payments, transfers, and class inquiries
- Respond to customer concerns professionally and escalate issues when necessary
- Maintain a clean, organized, and professional front desk environment
Administrative Support
- Process registrations, withdrawals, transfers, and payments accurately
- Maintain accurate customer records and attendance information
- Assist with daily administrative tasks and reporting
- Support staff communication and operational coordination during shifts
- Monitor program schedules and assist with swimmer placement recommendations
Facility & Operational Support
- Help maintain a safe, welcoming, and family-friendly atmosphere
- Assist with facility opening and closing procedures
- Communicate important updates to families and instructional staff
- Support special events, promotions, and seasonal registration periods
- Follow Seal Swimming’s policies, health and safety standards, and emergency procedures
Other
Performs additional duties as assigned by Management.
Qualifications
The Position shall be measured against the job skills required to successfully fulfill the duties and responsibilities of the position which include but may not be limited to the following:
Required
- Fluent in English both verbal and written.
- Previous customer service experience
- Strong communication and interpersonal skills
- Excellent organizational and multitasking abilities
- Ability to work independently and as part of a team.
- Comfortable using computers, email systems, and scheduling/registration software
- Ability to work evenings and weekends
- Professional, dependable, and team-oriented attitude
- Creative problem solver, active listener and empathetic towards customers.
Preferred
- Experience working in recreation, aquatics, childcare, or education environments
- Experience handling cash and payment processing
- Knowledge of swimming lesson programs or aquatic environments
- First Aid & CPR certification considered an asset
Skills & Attributes
- Friendly and approachable personality
- Strong problem-solving abilities
- Calm and professional under pressure
- High attention to detail
- Strong time management
- Ability to work independently and collaboratively
- Passion for helping children and families
Working Conditions
- Fast-paced aquatic and customer service environment
- Regular exposure to warm pool deck environments and elevated noise levels
- Standing for extended periods may be required
- Evening and weekend shifts required during peak programming periods
Compensation & Benefits
- Competitive hourly wage
- Staff swim benefits and program discounts
- Training and professional development opportunities
- Positive and supportive team environment
- Opportunities for advancement within the organization
Pay: From $18.00 per hour
Work Location: In person
