Bilingual CSR Lead (Mandarin/English) – Front Desk Champion

Premier Swim Academy - Diamond Bar; Diamond Bar (CA); On-site; USD 32,000 - 34,000; Part time

Job summary

Premier Swim Academy in Diamond Bar seeks a bilingual (Mandarin/English) Customer Service Representative Lead to support front-of-house operations. You’ll ensure smooth desk, lobby, and viewing room activity and resolve family questions with timely, accurate information.

The role serves as the first escalation point for parent concerns and coordinates with deck leadership and admins. Fluency in Mandarin and English is required, with 3+ months CSR experience and StarGuard certification preferred.

Qualifications

• Fluency in Mandarin and English is required to communicate with Mandarin-speaking families and the team.
• Minimum of 3 months of experience as a Customer Service Representative or equivalent front desk role.
• Ability to independently handle enrollments, transfers, class drops, makeup classes, schedule changes, and account edits and notes.
• Ability to de-escalate upset parents in person and by phone, and to recognize what must be escalated.
• Clear written communication and the ability to lead by example and coach peers in the moment.
• Available for at least 3 shifts on weekday evenings and Saturdays, based on business needs.

Responsibilities

• Communicate with Mandarin-speaking families in person, by phone, and by email, and help other staff translate as needed.
• Keep the front desk and lobby area staffed and attended during shifts.
• Serve as first escalation point for parent concerns and document resolutions.
• Approve routine account adjustments within defined limits or escalate.
• Review schedules and class changes at shift start to ensure accuracy.
• Manage check-in flow and guide viewing room guests to appropriate staff.

Skills

Bilingual Mandarin/English

Front desk experience

Shift flexibility

De-escalation

Tools

Class management software

Job description

Premier Swim Academy in Diamond Bar seeks a bilingual (Mandarin/English) Customer Service Representative Lead to support front-of-house operations. You’ll ensure smooth desk, lobby, and viewing room activity and resolve family questions with timely, accurate information.

The role serves as the first escalation point for parent concerns and coordinates with deck leadership and admins. Fluency in Mandarin and English is required, with 3+ months CSR experience and StarGuard certification preferred.