Customer Service Representative

Splash N' Learn; Barrie; On-site; CAD 32,000 - 42,000; Full time

Job summary

Splash N’ Learn is seeking a proactive team member to join our customer service and sales efforts in Barrie. You will greet clients, explain programs, and help with registrations while maintaining accurate records and smooth scheduling.

The role blends sales, service, and administrative duties, requiring strong communication and organizational skills. Join a growing, safety‑minded swim school focused on safety, learning, and community.

Qualifications

• 1+ years in a sales environment.
• 1+ years in a customer service or administrative environment.
• Current Standard First Aid Award preferred
• Acceptable police check for vulnerable sector
• Excellent oral and written communication skills
• Proficient with MS Office and Google Suites; working knowledge of iClassPro

Responsibilities

• Welcome clients with a friendly and upbeat attitude, creating a positive impression.
• Deliver exceptional customer service, promptly addressing inquiries, concerns, and requests.
• Efficiently manage customer complaints, aiming for quick resolution and client satisfaction.
• Be knowledgeable of programs being offered and the Splash N/ Learn methodology.
• Assist new clients in creating accounts, explaining policies, procedures, and online forms.
• Ensure families check in for each swim lesson, maintaining accurate records.
• Assist in the growth and scheduling of registration processes, including rolling registration.
• Update clients through email or phone on any changes to scheduled classes or unforeseen events (e.g., pool closures).
• Develop, promote, and maintain positive relationships with clients and staff.
• Administrative Tasks: Maintain precise attendance records and manage session bookings and makeup classes.

Skills

Sales experience

Customer service experience

Communications skills

MS Office & Google Suites

iClassPro knowledge

Tools

iClassPro registration software

MS Office

Google Suites

Job description

Core Values: Safety, Integrity, Fun, Community, and Growth

Splash N’ Learn is a women founded swim school created by passionate leaders who have individually built trusted and thriving swim programs. Together, they’ve launched a new and collaborative venture built on partnership, purpose, and the belief that we are stronger together.

Our mission is simple: Be a place where kids can splash, learn, and grow in a safe, nurturing, and empowering environment.

The Opportunity

In this role you will be working closely with our management team, aquatic team, and clients to create a fun, safe, and supportive environment for all. The role is crucial in promoting our programs, ensuring client satisfaction, and supporting operational efficiency.

You’ll be at the forefront of client engagement, helping them understand the benefits of our swim programs and encouraging registrations. This role combines customer service, sales, and administrative responsibilities to help us make a splash in the world.

Who You Are

You are looking to increase your skills in sales, customer service, and play a key role at a growing company. You are a people person, enthusiastic, and driven to help others succeed. If you’re energetic, self-motivated, and ready to take on challenges, you’ll fit right in at Splash N’ Learn.

Responsibilities

Welcome clients with a friendly and upbeat attitude, creating a positive impression

Deliver exceptional customer service, promptly addressing inquiries, concerns, and requests

Efficiently manage customer complaints, aiming for quick resolution and client satisfaction

Be knowledgeable of programs being offered and the Splash N/ Learn methodology

Assist new clients in creating accounts, explaining policies, procedures, and online forms.

Ensure families check in for each swim lesson, maintaining accurate records

Assist in the growth and scheduling of registration processes, including rolling registration

Update clients through email or phone on any changes to scheduled classes or unforeseen events (e.g., pool closures)

Develop, promote, and maintain positive relationships with clients and staff.

Administrative Tasks

Maintain precise attendance records, proactively addressing consecutive no-call/no-show absences

Manage session bookings and makeup classes, ensuring accuracy in scheduling

Process registrations, payments, and create approved payment plans

Update and manage client information and notes in the computer system promptly

Handle class requests, waitlists, and instructor requests, liaising with relevant parties

Ensure all logbooks are accurately maintained, including customer concerns, phone inquiries, and operational logs

Answer telephones in a timely and courteous manner. Manage time-sensitive matters efficiently and proactively

Collaborate with aquatic supervisors and assistant managers, conveying client-interaction insights

Continuously monitor open classes and assess fill rates for each level as well as day of the week; make changes to the schedule as needed

Communicate birthday celebrations and important recognitions to supervisors and lead instructors

Operational Support

Support the day-to-day operations of the swim school across all locations to ensure the delivery of programs, services, and facilities that create a vibrant, welcoming environment.

Maintain the cleanliness of the administration office, viewing gallery and main entrance.

Ensure client confidential information is secure.

Monitor cleanliness in the change room throughout the day (ensure adequate supplies, clean floors, clean toilets, etc.).

Attend meetings and training sessions as necessary.

Adapt to system and process changes to ensure operational efficiency

Qualifications

1+ years in a sales environment

1+ years in a customer service or administrative environment

Current Standard First Aid Award preferred

Acceptable police check for vulnerable sector

The Skill Set

Proficient with MS Office, including Word and Excel as well as Google Suites. Working knowledge of iClassPro registration software.

Excellent oral and written communication skills

Concern for Health and Safety: Acknowledges and understands how to manage and educate others of risk and harm reduction.

Creativity and Innovation: Develops new ways or adapts existing ideas to help achieve desired result

Relationship Building and Collaboration: Builds positive interactions, both internally and externally, to build enthusiasm and appreciation to achieve work related goals.

In addition to the above competencies the associated core competencies are required: commitment to organization vision and values, diversity, integrity, teamwork