Sales & Service Manager

Job Description

Job Description

Sales & Service Manager

Reports To: General Manager / Assistant General Manager
FLSA Status: Part-Time, Non-Exempt

Make Waves in Your Career!

At Goldfish Swim School, we're more than a swim school—we're a place where children gain life-saving skills, families build confidence, and team members grow into leaders. We're looking for a motivated, energetic, and customer-focused Sales & Service Manager to lead our Front Desk team, drive membership growth, and create an exceptional experience for every family who walks through our doors.

Position Summary

The Sales & Service Manager is responsible for overseeing all front desk operations, membership sales, customer service, employee development, and administrative functions. This leader ensures every family receives our signature WOW! Customer Service while supporting school growth through enrollment, retention, and operational excellence.

Key Responsibilities

• Lead, coach, and develop the Front Desk team to deliver exceptional customer service. 
• Drive membership growth by converting leads into enrollments and improving retention. 
• Monitor daily sales goals, follow-up calls, and enrollment performance. 
• Ensure all inquiries are answered promptly by phone, email, text, and in person. 
• Oversee student registrations, scheduling, transfers, withdrawals, and account management. 
• Manage birthday party bookings and ensure outstanding event execution. 
• Resolve member concerns professionally and create positive customer experiences. 
• Conduct new hire training and ongoing coaching for Front Desk employees. 
• Maintain accurate records, reports, and administrative documentation using iClassPro/Links software. 
• Oversee front desk organization, cleanliness, merchandise displays, snack shack, and retail inventory. 
• Collaborate with the management team on marketing initiatives, community events, and membership promotions. 
• Assist with staffing, scheduling, and Manager-on-Duty responsibilities. 
• Support implementation of Goldfish Swim School operating procedures and safety standards. 
• Foster a positive, engaging workplace culture that promotes teamwork and employee recognition. 

Qualifications

• 2+ years of sales, customer service, or management experience preferred. 
• Leadership experience coaching and motivating teams. 
• Excellent communication and relationship-building skills. 
• Strong organizational and problem-solving abilities. 
• Comfortable working in a fast-paced, family-focused environment. 
• Ability to multitask while maintaining attention to detail. 
• Proficient with computers and willing to learn Goldfish software systems. 
• Evening and weekend availability required. 
• CPR, First Aid, AED, and Lifeguard certifications (training provided if needed). 

What Success Looks Like

• Consistently achieves enrollment and retention goals. 
• Delivers a welcoming, positive experience for every family. 
• Builds and develops a high-performing Front Desk team. 
• Maintains accurate administrative records and operational excellence. 
• Creates a clean, organized, and efficient front desk environment. 
• Serves as a leader who embodies Goldfish Swim School's core values and culture. 

Benefits

• Competitive hourly pay plus bonus opportunities 
• Paid training and leadership development 
• Advancement opportunities 
• Employee discounts 
• Fun, supportive team environment 
• Flexible scheduling 
• Make a meaningful impact by teaching life-saving skills to children