Company Overview
Tennis on the Lake is Chicago's premier tennis program and equipment provider, dedicated to delivering exceptional tennis experiences and top-quality gear to enthusiasts of all levels. We pride ourselves on fostering a vibrant, customer-focused environment that promotes active lifestyles and community engagement.
Job Overview
We are seeking an energetic and detail-oriented Customer Experience Specialist to join our dynamic team. In this role, you will be the friendly voice and helpful presence for our clients, ensuring they receive outstanding support and service. Your enthusiasm for tennis and excellent communication skills will help create a welcoming atmosphere both in person and over the phone, driving customer satisfaction and loyalty.
Responsibilities
- Inbound Support: Serve as the first line of support to the TOTL Community - primarily over the phone, with additional coverage through email and chat to assist our student community in a high-volume, fast-paced environment.
- Issue Resolution: Troubleshoot issues by applying strong product and services knowledge, investigative skills, and demonstrate a high-level of critical thinking regarding our class offerings, scheduling, billing, and more.
- Communication and Collaboration: Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment. Take ownership of escalations, ensure any issues move forward through the appropriate internal teams. Uphold the brand voice while maintaining an upbeat demeanor in all communications.
- Relationship Management: Building positive relationships to foster loyalty and provide friendly, proactive service.
- Data Management: Maintaining and updating student records to ensure current and accurate information, documenting interactions, and tracking call-related information.
- Retail Sales: Tennis lessons, equipment, accessories and more! Familiarity with tennis and tennis equipment is a plus, as-is proficiency with tennis racquet restringing.
Qualifications
- Fluency in English is required, with additional languages considered a plus
- Proven experience in customer support or client services within a call center or retail environment. Strong customer focus with empathy under pressure.
- Strong communication skills with an engaging and professional demeanor. Experience with outbound calling and phone etiquette to build rapport with clients. Comfort and confidence on the phone as well as in-person interactions.
- Excellent computer skills including proficiency in Microsoft Office applications and data entry tasks
- Ability to handle cash, credit card, and invoice transactions accurately and efficiently
- Schedule flexibility - Ability to work days, evenings, weekends, and some holidays at our two main Chicago locations: 324 E. Ohio St., and 3650 N. Recreation Drive.
- Ability to quickly learn our TOTL platforms, class offerings, processes, policies, and products, and adapt to internal changes with ease
- Strong analytical and problem-solving skills
- High-reliability and professionalism - internally and externally
Keys to Success:
- Experience: Previous experience in hospitality, front desk, customer service, retail, or support roles is required.
- Communication Skills: Excellent verbal and written communication skills to provide prompt, accurate, and friendly customer service. Strong follow-through is a must.
- Technical Skills: Proficiency in CRM software, MS Office Suite/Teams, Google products, etc., often navigating multiple systems.
- Key Traits: Empathy, active listening, and strong problem-solving abilities.
- Physical demands: Sitting, standing, lifting/carrying, physical dexterity, and use of company equipment.
Join us at Tennis on the Lake where your enthusiasm for tennis meets your passion for delivering memorable customer experiences! We’re committed to supporting your growth while creating a lively atmosphere that celebrates community, sport, and excellence.
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Vision insurance
Work Location: In person
