*Evenings and weekend days* As a Customer Experience Associate, you’re the friendly face of our brand at your location. You’ll be responsible for making every family feel welcome, supported, and happy from the moment they walk in. Working alongside our Customer Experience Director, you’ll help families get enrolled, keep our daily operations running smoothly, and ensure that every interaction helps us grow while keeping our community thriving.
Duties and Responsibilities
Making Families Feel Welcome
- Be the friendly, helpful voice of our facility, greeting every family with warmth to make them feel right at home the moment they arrive.
- Help new families navigate their first visit by giving them a tour and introducing them to our team on the pool deck.
- Keep the check-in process simple, organized, and stress-free for both parents and students.
Connecting with Families
- Reach out to families through calls, emails, and texts to keep them engaged, updated, and feeling supported.
- Check in regularly regarding missed classes, trials, or big milestones to show our families that we truly care about their progress.
- Listen to feedback and share it with the team so we can keep improving our service.
- Keep organized, updated notes on each family so every interaction feels personal and relevant.
Growing Our Community
- Help families find the right class and turn their curiosity into enrollment.
- Look for ways to add value, whether that’s finding the right swim schedule, getting siblings signed up, or sharing retail items that help families succeed.
- Keep our classes full and our waitlists moving by proactively connecting with families who want to join.
- Get involved in local events to share the joy of swimming and introduce new neighbors to our community.
Helping Things Run Smoothly
- Take care of the day-to-day details like billing and scheduling with care and accuracy.
- Chat with our instructors and site team daily to make sure everyone is on the same page about scheduling or student progress.
- Help solve any concerns or questions families have right on the spot, keeping things positive and constructive.
- Keep an eye on our daily goals and metrics so we can see how we’re doing as a team.
What You’ll Bring
- 2+ years of experience in customer service, retail, or hospitality.
- A natural ability to build trust and talk easily with both children and adults.
- A knack for staying organized and handling multiple things at once in a busy, high-energy environment.
- Confidence with computers and customer management software.
- The ability to work a flexible schedule, including some evenings and weekends.
- A real passion for water safety and helping our mission grow.
- Background check required.
Offered Benefits
- Medical, dental, and vision
- 4% Company-matched 401K
- Open PTO policy coming 2026
Pay: $17.00 - $18.00 per hour
Benefits:
- 401(k) matching
- Flexible schedule
- Health insurance
- On-the-job training
- Referral program
Work Location: In person
