Customer Experience Specialist

Job Description

Job Description

Benefits:

• Paid time off
• Training & development
• 401(k) matching
• Employee discounts
• Free uniforms
• Opportunity for advancement
• Competitive salary
• Paid holidays
• Referral Bonus

At Small Fish Big Fish Swim School , we're more than a swim school —we're a community dedicated to building confident kids, creating positive experiences for families, and making every visit exceptional. We're looking for an enthusiastic, organized, and customer-focused Customer Experience Specialist to join our front desk team. If you thrive in a fast-paced environment, love helping people, and enjoy keeping everything running smoothly, we'd love to meet you!

Why You'll Love Working With Us
Be part of a fun, energetic, and supportive team

• Make a real difference by helping children develop life-saving water safety skills and confidence through movement
• Enjoy opportunities for professional growth and advancement into leadership roles
• Work in a positive, mission-driven environment where your contributions are valued
• Help create memorable experiences for hundreds of local families

What You'll Do
As the first point of contact for our families, you'll play a key role in delivering outstanding customer service while ensuring our daily operations run seamlessly.

Work hours are Monday and Tuesday 3:30pm-8pm. Friday 12:30pm-5:30pm, Saturday 8am-3pm and Sunday 8am-2:30pm.
Days off Wednesday and Thursday! 

Responsibilities will include:
Creating a warm, welcoming, and professional experience for every family

• Managing daily front desk operations and maintaining an organized, efficient office
• Responding promptly to phone calls, text messages, emails, and customer inquiries within 24 hours
• Assisting families with class registration, scheduling, make-up lessons, and enrollment
• Monitoring attendance and phone activity 
• Ensuring scheduling changes and customer records are accurate
• Monitoring outstanding accounts and following up with families as appropriate

What We're Looking For The ideal candidate is organized, proactive, and passionate about providing exceptional customer service.

Qualifications:
1–3 years of administrative, office coordination, front desk, or customer experience preferred

• Outstanding communication skills by phone, text, email, and in person
• Strong organizational, time management, and multitasking abilities
• Excellent attention to detail and accuracy
• Positive, energetic, and professional attitude
• Self-motivated with the ability to work independently and solve problems proactively
• Comfortable learning new software and using multiple computer systems
• Experience with scheduling, enrollment, customer service, or office administration is a plus

The Difference You'll Make
Every interaction matters. As our Customer Experience Specialist, you'll help create an exceptional experience for families from their very first phone call through every visit. Your organization, professionalism, and friendly personality will help ensure our students and families feel welcomed, supported, and excited to be part of our community.