Bilingual Mandarin/English CSR Lead — Front Desk Leader

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

Job summary

Premier Swim Academy in Diamond Bar is seeking a bilingual Mandarin/English Customer Service Representative Lead to support the daily success of our front of house. Many of the families we serve communicate primarily in Mandarin, so this role requires the ability to communicate fluently in both Mandarin and English.

The CSR Lead keeps the front desk, lobby, and viewing room running smoothly, accurately, and consistently throughout each shift.

Qualifications

• Fluency in Mandarin and English is required to communicate with families and team.
• Minimum of 3 months of experience as a Customer Service Representative or front desk role.
• Ability to independently handle enrollments, transfers, class changes, and account edits and notes, and correct other staff entries.
• Ability to de-escalate upset parents in person and by phone and escalate when needed.
• Ability to obtain and maintain StarGuard Elite Basic Life Support certification.

Responsibilities

• Communicate with Mandarin-speaking families in person, by phone, and by email, and help other staff translate as needed.
• Keep a visible presence across the front desk and lobby so families are oriented and the desk is never unattended.
• Serve as the first point of escalation for parent concerns and resolve them in the moment or hand off with a written summary.
• Approve routine account adjustments within defined limits, escalating beyond them to management.
• Review schedules, rosters, and enrollment changes in our class management software at the start of each shift.
• Manage check-in flow and lobby capacity during class transitions and guide viewing room guests.
• Answer phone and email inquiries, resolve service questions, and route enrollment decisions to management.
• Ensure swim level changes are communicated to families and reflected in their accounts.
• Coach CSR team on phone handling, check-in accuracy, documentation, and de-escalation.

Skills

Mandarin

English

Job description

Premier Swim Academy in Diamond Bar is seeking a bilingual Mandarin/English Customer Service Representative Lead to support the daily success of our front of house. Many of the families we serve communicate primarily in Mandarin, so this role requires the ability to communicate fluently in both Mandarin and English.

The CSR Lead keeps the front desk, lobby, and viewing room running smoothly, accurately, and consistently throughout each shift.