Family Experience Specialist — Swim School Front Desk

Yeb Payroll Llc; Bohemia (NY); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Paid Training

Daily Pay

Curriculum Certification

Flexible Hours

Free Swim Lessons

Career Growth

Health Benefits

Paid Time Off

Wealth Benefits

Job summary

SafeSplash is seeking a Customer Care Associate to welcome families, support lead conversion and retention, and oversee front desk operations. This role thrives in a high-energy, child-focused environment focused on teamwork and positive customer relationships.

The position emphasizes friendly greetings, tours, program explanations, and responsive communication via in-person, phone, and email channels to support program enrollment and family satisfaction.

Qualifications

• High school diploma or equivalent preferred.
• Strong written and verbal communication skills.
• Ability to multi-task in a fast-paced environment while taking initiative.
• Comfortable working around water, children, and parents.
• Lifeguard certifications preferred or CPR/First Aid/AED within 30 days.

Responsibilities

• Perform admin duties including Terms & Conditions processing, aged accounts follow-up, and attendance tracking (via iClassPro or equivalent system).
• Answer all incoming phone calls within three rings and return messages promptly.
• Maintain accurate and timely student attendance records, ensuring smooth class operations.
• Assist with facility cleanliness: lobby, observation area, restrooms, and front desk.
• Support daily opening and closing procedures to ensure readiness for customers.
• Support lead conversion through tours, trial lessons, and enrollment follow-ups.
• Execute retention activities including re-enrollment calls and parent outreach.
• Manage in-school customer requests, including schedule changes, account updates, and billing questions.
• Provide a warm and professional welcome to customers, greet by name with high energy.
• Handle greetings and goodbyes to make families feel appreciated.
• Conduct school tours, explain programs and emphasize the value of lessons.
• Respond to inquiries with accuracy, enthusiasm, and empathy.
• Address and de-escalate customer issues promptly, finding solutions.
• Proactively engage with parents about progress and opportunities.
• Collaborate with instructors and managers to ensure smooth operations.
• Participate in staff meetings and training for service improvement.

Skills

Customer service

Phone etiquette

Multitasking

Empathy

Education

High school diploma or equivalent

Tools

iClassPro

Job description

SafeSplash is seeking a Customer Care Associate to welcome families, support lead conversion and retention, and oversee front desk operations. This role thrives in a high-energy, child-focused environment focused on teamwork and positive customer relationships.

The position emphasizes friendly greetings, tours, program explanations, and responsive communication via in-person, phone, and email channels to support program enrollment and family satisfaction.