Customer Care Associate

Job Description

Job Description

Are you passionate about creating memorable experiences for families while supporting life-saving swimming education? The Customer Care Associate is the welcoming face of our swim school, providing exceptional service, supporting lead conversion and retention, and ensuring smooth front desk operations. This role is ideal for someone who thrives in a high-energy, child-focused environment, values teamwork, and enjoys building positive relationships with customers. If you are excited about giving back to the community and making a lasting impact on children's lives, then SafeSplash is the place for you!

Benefits

• Paid Training

• Daily Pay available

• SafeSplash® Brands Curriculum Certification

• Flexible Hours

• Free Swim Lessons for immediate family of employees

• Career Growth

• Health Benefits (30+ hours per week)

• Paid time off (30+ hours per week)

• Wealth Benefits (30+ hours per week)

Responsibilities:

Operations

• Perform administrative duties including Terms & Conditions processing, aged accounts follow-up, and attendance tracking (via iClassPro or equivalent system).

• Answer all incoming phone calls within three rings and return messages in a timely manner.

• Maintain accurate and timely student attendance records, ensuring smooth class operations.

• Assist with facility cleanliness: lobby, observation area, restrooms, and front desk.

• Support daily opening and closing procedures to ensure readiness for customers.

Sales

• Support lead conversion efforts through tours, trial lessons, and enrollment follow-ups.

• Execute retention activities including re-enrollment calls, check-ins with dropped students, and parent outreach.

• Manage in-school customer requests, including schedule changes, account updates, and billing questions.

Customer

• Provide a warm and professional welcome to all customers, greeting them by name with high energy.

• Handle greetings and goodbyes to ensure every family feels appreciated.

• Conduct school tours, explaining programs and emphasizing the value of lessons.

• Respond to customer inquiries (in person, by phone, and email) with accuracy, enthusiasm, and empathy.

• Address and de-escalate customer issues promptly, finding solutions that strengthen relationships.

• Proactively engage with parents about their child’s progress and upcoming opportunities.

Employee

• Collaborate with instructors and managers to ensure smooth operations.

• Support a safety-focused culture by adhering to all brand and facility standards.

• Participate in staff meetings and training sessions to continually improve service.

Job Type

• Weekdays, Weeknights and Weekends required

• 10+ hours a week (seasonality can impact this)

• Work Location: On-site

• Reports to School Leadership

Requirements

• High school diploma or equivalent preferred

• Strong written and verbal communication skills

• Ability to multi-task in a fast-paced environment while being agile and taking initiative

• Comfortable working in and around water, with children and parents.

• Must be able to lift 30 lbs. and be on your feet for long periods

• CPR, First Aid, and AED certifications are required within 30 days of hire (training available)

• Lifeguard certification is preferred

• Prior swim experience is preferred