Customer Service Representative - Full Time

Splash N' Learn; Barrie; On-site; CAD 53,000 - 58,000; Full time

Job summary

Splash N’ Learn is seeking a Customer Service Representative to join the Swimmer Care Team in Barrie, ON. This in-person, full-time role focuses on delivering exceptional service and smooth administrative operations for our swim school families.

You will handle inquiries by email, phone, and messaging, assist with registration, manage class bookings and payments, track attendance, and support reporting. You’ll collaborate with instructors and management to create a welcoming, efficient

Qualifications

• Excellent verbal and written communication.
• Strong customer service orientation.
• Organized with attention to detail.
• Ability to manage multiple priorities.

Responsibilities

• Provide warm, professional onboarding of clients.
• Address inquiries via email, phone, and messaging.
• Assist with registration and enrollment.
• Manage bookings, records, and payments.
• Support KPI tracking and reporting.
• Coordinate with staff and management.
• Maintain confidentiality and teamwork.

Skills

Customer service mindset

Verbal and written communication

Organized and detail-oriented

Remote communication comfort

Multi-tasking

Job description

Customer Service Representative - Full Time

Full Time Barrie, ON, CA

5 days ago Requisition ID: 1011

Salary Range: $53,000.00 To $58,000.00 Annually

Swimmer Care Team - Office Administrator & Customer Service Representative

A Bit About Us

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

As a member of the Swimmer Care Team, the Office Administrator & Customer Service Representative plays a vital role in maintaining efficient administrative operations and delivering exceptional service to our swim school families. This is a highly collaborative, customer-facing, and detail-oriented role responsible for handling a wide range of administrative and client service tasks that directly contribute to the success of our swim program.

This is a full- time role and in person position. This position reports to Cassidy Caster and Splash N’ Learn owners

Responsibilities

Customer Service and Swimmer Support

Create a warm, professional, and welcoming experience for all clients through clear and friendly communication.

Promptly address customer inquiries, concerns, and complaints via email, phone, and messaging platforms.

Guide new clients through account creation, online forms, and swim school policies.

Assist with rolling registration processes and ongoing session enrollment.

Provide customized support based on the unique needs of swimmers and families.

Ensure accurate check-in and attendance tracking for swimmers.

Actively contribute to a positive, solutions-oriented team environment.

Celebrate swimmer milestones and birthdays by communicating recognitions to supervisors and team leads.

Administrative Operations

Manage and update daily class bookings, makeup scheduling, and instructor assignments.

Maintain accurate and organized client records and system notes.

Process payments, follow up on outstanding balances, and establish approved payment plans.

Monitor and manage class requests, waitlists, and instructor preferences.

Track attendance and proactively follow up on no-call/no-show patterns.

Assess class fill rates and collaborate on schedule adjustments when necessary.

Coordinate with aquatic supervisors and management to relay important client insights and updates.

Support administrative reporting and performance tracking using key performance indicators (KPIs).

Assist in developing and maintaining internal resources and training materials.

Continuously look for ways to optimize systems, communication, and operational efficiency.

Qualifications

Strong verbal and written communication skills

Exceptional customer service mindset and positive attitude

Organized, self-motivated, and capable of managing multiple priorities independently

Excellent attention to detail and accuracy

Problem-solving ability and sound judgment in high-pressure situations

Proficient in computer systems and digital communication tools

Comfortable working in a remote environment with proactive communication

Work Environment and Expectations

Remote role with flexible hours; must be available during designated service hours & registration

Occasional in-person meetings or training will be required (can meet in GTA)

Must maintain confidentiality, professionalism, and team collaboration at all times