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British Swim School · 12 hours ago

Customer Experience Coordinator

United States

Part-time

Remote

New Grad, Entry Level

$14/hr - $14/hr

British Swim School is on a mission to help every person develop a safe and happy relationship with water. They are seeking a Customer Experience Coordinator to perform customer service tasks, enroll new students, and support the Business Operations Manager.

FranchiseSwimmingTraining

Diversity & Inclusion

Responsibilities

Customer Communication – Engaging with customers via telephone, e-mail and text to make announcements, address requests and solve issues. This will require learning and effectively navigating our operating system platforms (Jackrabbit, RingCentral, Jotform). Communication volume is very seasonal, peaking in the May-August timeframe. Must answer all phone calls during working hours (missed calls are very costly in this business), respond to texts promptly, and respond to e-mails within 1 business day

New Customer Enrollment – Addressing inbound inquiries from potential customers and enrolling them in the program via Jackrabbit. This isn’t a sales position per se, in that you won’t be doing any proactive outreach, but you must understand the program well enough to explain how it works to inquiring customers and get them signed up for the right classes. You’ll receive a $5 commission per new student you enroll

Class Schedule Management – As a swim school, our class schedule is our primary organizing mechanism. It is constantly evolving as students enroll, graduate through class levels, and cancel their enrollment, and ensuring that everyone is on the same page as changes are made is critical. You will support the Business Operations Manager in managing the class schedule

Qualification

Customer Service ExperienceBasic Understanding of SwimmingSales ExperienceBilingual SpanishJudgmentAuthenticityEfficiencyArticulationProfessionalism

Required

Customer Service Experience – Must have previous experience in a customer service-oriented function that required written and verbal communication. Must convey confidence and warmth through all communications

Basic Understanding of How to Swim – You've got to be able to learn our program well enough to explain it, so you need to understand the basics of swimming at a minimum – don't have to be particularly good swimmer

High School Diploma or Equivalent Required – Need to know you've completed high school and are an adult. No education requirement beyond that but post-secondary education generally viewed favorably

Preferred

Parenting Experience – 95% of the people you speak with are going to be parents, experience managing the challenges of childrearing will help you connect with customers and ultimately be more effective at all aspects of the job

Sales Experience – Previous sales experience viewed favorably, but we don't need a “hunter” personality. Everyone you speak to will have sought us out, and you just need to be able to clarify and confirm the positive perception they'll have already formed prior to reaching out. More so need to know that you're good on the phone, and sales experience helps

Bilingual Spanish – Many of our current and prospective customers are Spanish-speaking, so the ability to speak Spanish is preferred but not required