Customer Service Executive delivering best in class service to Spanish market from Lisbon. Focused on strengthening B2B partnerships and ensuring partner satisfaction in a dynamic environment.
About the role
- Customer Care Associate providing exceptional service at SafeSplash swim school. Supporting lead conversion and customer relationships in a child-focused environment.
Responsibilities
- Perform administrative duties including Terms & Conditions processing, aged accounts follow-up, and attendance tracking (via iClassPro or equivalent system).
- Answer all incoming phone calls within three rings and return messages in a timely manner.
- Maintain accurate and timely student attendance records, ensuring smooth class operations.
- Assist with facility cleanliness: lobby, observation area, restrooms, and front desk.
- Support daily opening and closing procedures to ensure readiness for customers.
- Support lead conversion efforts through tours, trial lessons, and enrollment follow-ups.
- Execute 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.
- Provide a warm and professional welcome to all customers, greeting them by name with high energy.
- Handle greetings and goodbyes to ensure every family feels appreciated.
- Conduct school tours, explaining programs and emphasizing the value of lessons.
- Respond to customer inquiries (in person, by phone, and email) with accuracy, enthusiasm, and empathy.
- Address and de-escalate customer issues promptly, finding solutions that strengthen relationships.
- Proactively engage 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 adhering to all brand and facility standards.
- Participate in staff meetings and training sessions to continually improve service.
Requirements
- High school diploma or equivalent preferred
- Strong written and verbal communication skills
- Ability to multi-task in a fast-paced environment while being agile and taking initiative
- Comfortable working in and around water, with children and parents.
- Must be able to lift 30 lbs. and be on your feet for long periods
- CPR, First Aid, and AED certifications are required within 90 days of hire (we provide)
- Lifeguard certification is preferred
- Prior swim experience is preferred
Benefits
- Paid Training
- Daily Pay available
- SafeSplash® Brands Curriculum Certification
- Flexible Hours
- Free Swim Lessons for immediate family of employees
- Career Growth
- Health Benefits (30+ hours per week)
- Paid time off (30+ hours per week)
- Wealth Benefits (30+ hours per week)
Job title
Job type
Experience level
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Degree requirement
Location requirements
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