Customer Success Representative (Front Desk)
Part-time / Full-time · Ongoing Applications
About the role
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.
- Employment Type
- Part-time / Full-time
- Reports To
- Location Manager
- Language
- Fluent English — verbal and written
- Schedule
- Evenings & weekends required
Responsibilities
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 teaching staff
Other
- Performs additional duties as assigned by Management.
Qualifications
- 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 qualifications
- 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 and 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
Competencies
- Initiative
- Looks for and takes action to make a contribution beyond expectations. Offers new ways of working, anticipates future opportunities, and seeks additional responsibilities.
- Commitment
- Displays thoughtfulness and intent when making decisions. Eager to bring the most value to the role, embraces constructive feedback, and demonstrates determination towards professional development.
- Passion
- Approaches responsibilities with fervor, shows pride in completing tasks successfully, and displays a genuine interest in the success of others.
- Patience
- Maintains an empathetic and approachable disposition. Takes a calculated and thoughtful approach and adapts to different personalities.
- Effective Communication
- Engages and connects on a personal level with clients. Maintains an appropriate tone and practices active listening in all interactions.
- Discipline
- Maintains a structured approach during work activities. Approaches all situations with an equal and attentive attitude and demonstrates a strong work ethic.
- Confidence
- Maintains a deep sense of self-confidence and leadership. Confident in the understanding and delivery of Seal Swimming's programs and services.
- Integrity
- Demonstrates accountability and reliability. Displays the highest standards of professionalism and presents an honest and trustworthy character.
- Punctuality
- Respects and values clients' and team members' time. Demonstrates readiness for all activities and meets all deadlines assigned by Management.
Work 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 and 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
Know before you swim
How we keep swimmers safe
Lifeguards, assistant lifeguards and swim teachers on every shift, with one team leader per deck and Water Safety Standards taught at every level.
Read our safety protocolsApply for Customer Success Representative (Front Desk)
Send your application and our team will be in touch.
