Front Desk Customer Service Representative

Job Title: Front Desk
Reports to: General Manager 
FLSA Status: Non-Exempt  

Make Waves and Pave the Way for Your Career!

At Goldfish Swim School, we’re not only passionate about building confident, lifelong swimmers — we’re passionate about developing confident, successful team members too.

We believe the skills you gain here go far beyond the workplace. Through hands-on experience, professional development, and a supportive team environment, we help prepare our employees for future success while making a meaningful impact in children’s lives every day.

If you’re energetic, outgoing, sales-minded, and love working with people, we’d love to meet you!

Perks & Benefits

• Paid on-the-job training
• Weekly pay
• Part-time and full-time opportunities
• Consistent set schedules
• Culture-driven company
• Employee recognition programs
• Positive team culture
• Career growth opportunities
• Valuable customer service and sales experience
• Fun, fast-paced work environment

Primary Responsibilities

• Provide WOW customer service to our members and families
• Assist with class scheduling and billing
• Work in a sales capacity to sell new memberships
• Conduct cold and warm calls to potential customers to promote memberships and services
• Follow up with leads from inquiries, website sign-ups, and previous customers
• Handle objections professionally while helping families understand the benefits of our programs

Job Qualifications & Skills

• Ability to work with children
• Excellent communication and organizational skills
• High energy and a sales-driven mindset
• Strong work ethic and ability to handle rejection positively
• Previous sales experience preferred, but not required

Position Summary

The Front Desk Customer Service Representative promotes exceptional customer service while processing sales and registration transactions. This role serves as the first point of contact for both prospective and current Goldfish Swim School families and is responsible for creating a welcoming, professional, and positive experience for every guest.

Duties & Responsibilities

• Provide the highest level of customer service while exceeding guest expectations
• Understand and uphold the Goldfish Swim School mission, culture, and brand standards
• Conduct cold calls to prospective customers from lead lists
• Follow up with warm leads through phone, text, and email communication
• Explain membership options, class schedules, and promotions to families
• Track customer interactions and follow-ups within company systems
• Answer phones professionally and respond to customer inquiries in a timely manner
• Process student registrations using effective customer service and sales techniques
• Schedule and manage birthday parties and pool events
• Resolve customer questions and concerns professionally and efficiently
• Assist families with merchandise and vending purchases
• Greet parents and students as they arrive
• Check students into the attendance tracking system
• Maintain cleanliness and organization of the front desk, changing rooms, snack shack, restrooms, and observation areas
• Support and guide snack shack staff as needed
• Monitor and respond to voicemail and email correspondence promptly
• Update promotional displays and informational materials
• Make collection calls regarding outstanding account balances
• Prepare twice-daily student lesson schedules for instructors and management
• Enforce safety procedures and administer first aid when necessary
• Work one Swim Instructor or Lifeguard shift per week
• Perform additional duties as assigned

Education & Experience

• High school diploma or GED required
• Some college preferred
• Two years of customer service and/or administrative office experience preferred
• Intermediate computer skills required, including Word, Excel, and other software systems

Certificates & Licenses

• CPR, First Aid, and AED certifications preferred

Ready to Join Our Team?

Come be part of a team where your work truly makes a difference, your growth matters, and every day brings energy, excitement, and purpose.

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Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.'