Part-Time Front Desk Lead — Escalations & Service

Premier Swim Academy; Rancho Cucamonga (CA); On-site; USD 27,000 - 29,000; Part time

Job summary

Premier Swim Academy is seeking a part-time Customer Service Representative Lead to oversee front-of-house operations, maintain a smooth check-in flow, and serve as the main escalation point for parent questions during shifts in Rancho Cucamonga, CA.

You'll guide front desk staff, coordinate with the Admin Manager, and ensure accurate enrollment changes in Jackrabbit while upholding PSA standards and safety procedures in a warm, humid pool environment.

Qualifications

• Must be an internal Premier Swim Academy team member in good standing.
• Minimum 3 months of experience as a Customer Service Representative or equivalent front desk role.
• Demonstrated mastery of Jackrabbit Class, PSA's primary scheduling system; perform enrollments, transfers, drops, makeup scheduling, and account edits independently.
• Jackrabbit mastery is verified by a hands-on practical check during the application process.
• Strong understanding of PSA program structure, level progression, and enrollment policies.
• Ability to de-escalate an upset parent in person and by phone without routing to a manager by default.
• Ability to lead by example and provide on-the-spot coaching to peers.
• Must be able to stand, walk, and remain at the desk for extended periods in a warm and humid environment.
• Availability for a minimum of 3 shifts per week and flexibility to cover sub needs.
• Must hold or obtain required certifications based on PSA standards.

Responsibilities

• Maintain a visible, moving presence across the front desk, lobby, and viewing room to orient families.
• Serve as the first point of escalation for parent concerns and resolve when possible.
• Approve routine account adjustments within defined limits and escalate others to the Admin Manager.
• Review daily schedules and enrollment changes in Jackrabbit at the start of shift.
• Monitor check-in flow and redirect traffic to prevent bottlenecks.
• Orient viewing room guests on where to wait and when to be called.
• Ensure trials, transfers, and schedule changes are entered correctly in Jackrabbit.
• Answer phone and email inquiries, route enrollment decisions to the Admin Manager.
• Verify level changes and communications reach families and reflect in accounts.
• Track unresolved parent issues and follow up until closed.
• Coach Customer Service Representatives on phone handling and de-escalation.
• Delegate opening/closing tasks and verify lobby readiness.
• Maintain lobby and viewing room standards, signage, and stocked materials.
• Communicate deck-relevant information to the Deck Lead.
• Complete shift reporting in OneTeam360 with sufficient detail.
• Close desk at end of shift and follow front-of-house security procedures.

Skills

Customer service

Leadership

De-escalation

Communication

Tools

Jackrabbit Class

Job description

Premier Swim Academy is seeking a part-time Customer Service Representative Lead to oversee front-of-house operations, maintain a smooth check-in flow, and serve as the main escalation point for parent questions during shifts in Rancho Cucamonga, CA.

You'll guide front desk staff, coordinate with the Admin Manager, and ensure accurate enrollment changes in Jackrabbit while upholding PSA standards and safety procedures in a warm, humid pool environment.