Customer Service Deck Ambassador

Deck Ambassadors at British Swim School of Metro Charlotte run efficient customer service and site operations focused on retention of families through engaging relationships to secure further lesson bookings and to attract new customers. Adherence to British Swim School policies and procedures ensures that families expectations are met and exceeded.

Knowledge, Skills and Abilities

· Enthusiastic, assertive personality with strong relationship and customer service skills.

· Effectively communicate with customers and employees, bi-lingual is a plus.

· Disciplined to follow schedules and enforce safety procedures as well as follow policies, teaching methods and procedures of British Swim School.

· Able to multi-task among a variety of programs.

Roles and Responsibilities

· Reports to and communicates directly with Aquatics Manager or Franchise Business Owner.

· Dressed in British Swim School uniform at least 30 minutes before the start of the first lesson.

· Create positive first impressions, facilitate orientation for new families.

· Ensure proper set-up, maintenance and break down of on-site marketing and merchandising at poolside and throughout the property.

· Check students in for swim class and to ensure that children are placed with the proper instructor and communicated on the lesson board.

· Facilitate move-ups correctly with proper take-home materials, celebrate birthdays and milestones appropriately both at the pool and through social media when possible.

· Manage class schedule, attendance, lesson board and report attendance.

· Ensures Water Watchers program is deployed at all locations (contractually required at LA Fitness) and appropriate events.

· Attend staff meetings and ongoing training/coaching as requested by Aquatics Manager or Franchise Business Owner.

· Answer all customer questions and concerns in a timely and professional manner and resolve complaints and issues.

· Promote sales for new enrollments, twice a week classes, no-drops and siblings.

· Clear, clean and organize all appropriate collateral and materials at the end of every shift. Ensure merchandise is properly stocked, displayed properly, signed with pricing, sold/ordered to customers’ needs and input into POS (Jackrabbit) correctly.

· Assist instructors from the pool deck when they request assistance.

· Ensure that all areas of the pool deck are kept safe and clean and all pool safety regulations, policies and procedures are being followed at all times.

· Report accidents and injuries to supervisor as soon as possible.

· Check all water quality, temperature and chemical levels prior to first scheduled class of the day and rechecked periodically.

· Work a flexible schedule that may include holidays and weekends as required by business needs and as requested by management.

· Work in an environment where noise levels are usually moderate to high.

· Other responsibilities as assigned by the Aquatics Manager or Franchise Business Owner such assisting with Customer Service Call Center.