Front Desk Lead — Customer Experience

Premier Swim Academy - Diamond Bar; Diamond Bar (CA); On-site; USD 55,875,000 - 60,174,000; Part time

Job summary

Premier Swim Academy - Diamond Bar is seeking a part-time Customer Service Representative Lead to manage front desk operations, ensure accurate information, and escalate parent concerns to the Admin Manager. This role also acts as the primary shift support for front desk staff and as liaison between families, the desk team, and deck leadership.

You will coach team members, monitor check-in flow, and maintain welcoming lobby standards while ensuring accurate enrollment entries in Jackrabbit and

Qualifications

• Mastery of Jackrabbit Class scheduling system for enrollments, transfers, drops, makeup scheduling, and edits.
• Strong written communication to document interactions clearly for managers.
• Ability to lead and coach peers on front desk operations.

Responsibilities

• Maintain a visible presence at the front desk, lobby, and viewing room.
• Serve as first escalation point for parent concerns and summarize them for Admin Manager.
• Approve routine account adjustments within defined limits; escalate beyond limits.
• Review daily schedules and enrollment changes in Jackrabbit at shift start; flag discrepancies.
• Monitor check-in flow to prevent bottlenecks during transitions.
• Orient viewing room guests and coordinate with Deck Lead.
• Ensure trials, makeup scheduling, transfers, and changes are properly entered in Jackrabbit.
• Handle inquiries via phone and email; route enrollment decisions to Admin Manager.
• Verify level changes and progression communications in family accounts.
• Track unresolved issues and follow up until resolved.
• Coach CSR staff in handling calls and de-escalation.

Skills

Jackrabbit Class

Leadership

De-escalation

Phone etiquette

Tools

Jackrabbit Class

Job description

Premier Swim Academy - Diamond Bar is seeking a part-time Customer Service Representative Lead to manage front desk operations, ensure accurate information, and escalate parent concerns to the Admin Manager. This role also acts as the primary shift support for front desk staff and as liaison between families, the desk team, and deck leadership.

You will coach team members, monitor check-in flow, and maintain welcoming lobby standards while ensuring accurate enrollment entries in Jackrabbit and