Customer Service Representative

Job Title: Customer Service Representative

Reports to: General Manager/Sales & Service Manager

FLSA Status: Non-Exempt

Summary: Promotes quality customer service and processes sales and registration transactions. Acts as the first point of contact for potential and current Goldfish customers, and is responsible for presenting a positive image for the company.

Duties and Responsibilities:

1. Answers telephones, responds to inquiries, takes messages and screens and directs phone calls in a professional manner.
2. Processes student registrations using effective sales/customer service techniques.
3. Schedules and manages birthday/pool parties. Supervises private party staff.
4. Resolves customer concerns/complaints using a professional approach.
5. Assists members with purchases of merchandise and vending.
6. Greets parents and students as they report to the front desk.
7. Checks in students on the attendance tracking system.
8. Maintains cleanliness of the front desk area, Snack Shack area, changing areas, restrooms and observation area.
9. Monitors Snack Shack area and provides guidance to Snack Shack staff.
10. Checks voicemail and email correspondence and responds in a timely manner.
11. Updates informational displays with accurate and timely promotions and literature.
12. Provides occasional administrative support for management personnel, including the General Manager and Assistant General Manager.
13. Makes collection calls to resolve open account problems.
14. Prepares twice daily student lesson schedules for use by instructors and management staff.
15. Enforces safety rules and regulations to prevent accidents. Administers first aid when necessary.
16. Fulfills other duties and responsibilities as assigned by the Employer.

Education/Experience: High school diploma or GED required. Some college preferred. Two years previous customer service and/or administrative office experience required. Intermediate level computer skills required using Word, Excel and other software systems.

Certifications and licenses: Shallow Water Lifeguard, CPR, First Aid, and AED certifications required. Can be obtained through Goldfish Swim School after training is complete.

Work Environment: While performing this job, the employee is exposed to heat and humidity occasionally. Noise level is usually moderate.