Mandarin/English CSR Lead - Front Desk

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

Benefits offered by this job

Leadership training

Professional development

Resume building

Team spirit

Job summary

Premier Swim Academy in Diamond Bar is seeking a bilingual Mandarin/English Customer Service Representative Lead to support the front of house operations. You will ensure smooth front desk, lobby, and viewing room flow while providing accurate information and timely resolutions.

As the primary escalation point for parent concerns, you will coach front desk staff, manage check-in, schedule changes, and class enrolments, and coordinate with deck leadership to maintain a welcoming, safe environment.

Qualifications

• Fluency in Mandarin and English to communicate with Mandarin-speaking families and staff.
• 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.
• Ability to de-escalate upset parents and escalate when needed.
• Clear written communication and ability to coach peers in the moment.
• Available for at least 3 shifts per week and able to cover scheduled/substitute shifts.
• StarGuard Elite Basic Life Support certification is required.

Responsibilities

• Communicate with Mandarin-speaking families in person, by phone, and by email, and assist staff with translation.
• Maintain a visible front desk presence across the lobby and viewing room.
• Serve as the first escalation point for parent concerns; resolve or hand off with a written summary.
• Approve routine account adjustments within defined limits and escalate beyond them.
• Review schedules and enrollment changes at each shift start; verify class-related entries.
• Manage check-in flow and guide viewing room guests to the pool deck staff.
• Answer inquiries by phone and email; route enrolment decisions to management.
• Ensure swim level changes are reflected in families' accounts.
• Coach Customer Service Representatives on phone handling, check-in accuracy, and de-escalation.
• Delegate opening/closing tasks and ensure lobby readiness and supplies.
• Share relevant information with pool deck leadership and document significant interactions.
• Complete end-of-shift closing and security procedures.

Skills

Mandarin/English bilingual

Leadership/Coaching

Customer Service

De-escalation

Job description

Premier Swim Academy in Diamond Bar is seeking a bilingual Mandarin/English Customer Service Representative Lead to support the front of house operations. You will ensure smooth front desk, lobby, and viewing room flow while providing accurate information and timely resolutions.

As the primary escalation point for parent concerns, you will coach front desk staff, manage check-in, schedule changes, and class enrolments, and coordinate with deck leadership to maintain a welcoming, safe environment.