Admin Customer Service Rep

Description

Admin Customer Service Rep

Childhood Drowning Prevention Foundation

Salary Range: $18 to $20 per hour

Status: Hourly

Reports to: CEO/Lead Admin

CDPF’s Mission

The mission of the Childhood Drowning Prevention Foundation is Preventing Drowning, One Child at a Time. The Foundation conducts water safety skill and stroke technique lessons through its Big Kahuna Swim Academy program. The Foundation is a new and growing nonprofit that requires good leaders to support its continued growth and expansion in meeting its mission. The Foundation has a teamwork culture and believes in developing and rewarding its employees. As such, the Foundation’s pay scales are above average and include bonus programs for all staff. While the Foundation may recruit for higher level leadership positions from the outside, the company values the notion of providing advancement opportunities for its staff. The Foundation also holds accountability and leadership as core competencies required of all employees, and this is reflected in the company values and hard skills that provide the basis for every employee’s evaluation.

CDPF Employee Benefits

• Set Schedule 
  This position is part-time to start. You will have a regular work schedule.
• Free Comprehensive Training 
  We will train you in all of our sales and customer service policies and procedures. Training is generally full-time hours for 2 weeks and is paid. 
• Professional Development Opportunities 
  We want our team to grow and become the best and most competent professionals in the workforce. To foster professional growth and excellence, regular training is provided on a paid basis. In other words, we are paying you to become the best professional you can be.
• Regular Team Recognition and Team Events 
  Our employees are the lifeblood of the organization, giving our customers a premier swim lesson and service experience. We are the best in the business. To thank our team members for their individual contributions to our important mission, we provide team days and events to recognize and thank our employees, and to foster a teamwork atmosphere. These events are typically on a Saturday, once per quarter. Activities done for team events are paid for by the Foundation.
• Monthly Team Meetings 
  The CDPF holds monthly team meetings to foster good communication and teamwork, as well as to obtain feedback to maintain the highest level of service to the customer. Team meetings are also paid.
• Time Off 
  Unlike similar companies, CDPF offers time off for employees after one year of employment (type of time off dependent on the type of hours worked. 
• Paid Holidays
  Unlike similar companies, CDPF offers paid holidays after 1 year of employment to all of its employees including the 4th of July, Thanksgiving Weekend (Thursday-Sunday), and Christmas Eve - New Year’s Day
• Focus on making a difference
  You will be able to be a part of an organization that truly stands behind its mission. Helping combat a worldwide epidemic – childhood drowning. Join our team/family and enjoy growing this premier organization with us.

Admin Customer Service Rep Mission

To increase client satisfaction and increase swim lesson revenue of the Foundation.

Outcomes

·      Knows all Big Kahuna and Foundation information by heart (pricing, policies, procedures, etc.) by end of 1st month

·      10 new client sign ups per month

·      20 new time slots sold per month

·      Reactivate a minimum of 60% of the Past Client waitlist per month

Competencies

·      Organization Values (Culture)

·      Enthusiasm (about learning and the job)

·      Client first mentality

·      High standards (for themselves and their students)

·      Takes initiative / is proactive

·      Integrity

·      Takes constructive criticism well / learns from mistakes

·      Able to pivot what they are doing in order to address the most high priority task

·      Patience

·      Eager and open to learn / growth oriented

·      Disciplined

·      Understands what is important to our clients (parents) and can use that to better serve them

·      Prompt

·      Can read people’s moods through how they sound / what they say / how they look

·      Dependable

·      Accountable

·      Has great conflict resolution skills

·      Comfortable with fast paced working environments

·      Gets tasks done quickly & efficiently

·      Personable and able to connect with our clients

·      Handles client concerns and issues quickly

·      True to their word

·      Organized

·      Prioritizes tasks efficiently and adapts to changes in the days schedule depending on how the needs change

·      Has high-level attention to detail

·      Able to communicate effectively verbally and in written communication

·      Able to keep track of client schedules, even when they are constantly changing

Responsibilities

• Client Interaction and Support: Provide exceptional customer service by addressing client inquiries, resolving issues, and offering support through various communication channels such as phone, email, and in-person meetings.
• Client Satisfaction: Ensure a high level of client satisfaction by actively listening to client needs, providing timely and accurate information, and following up to ensure their concerns are addressed.
• Client Retention: Develop and implement strategies to retain clients by building strong relationships, understanding their needs, and offering personalized solutions and support.
• Sales and Fundraising: Assist in sales and fundraising efforts by promoting the Foundation’s programs and services, identifying potential donors and sponsors, and participating in fundraising events and campaigns. This will be a signifiant part of your job.
• Administrative Tasks: Perform general administrative duties such as managing schedules, tracking billing of clients, ensuring client tuitions are paid and up to date, organizing meetings, maintaining records, and handling correspondence.
• Data Management: Maintain accurate and up-to-date client records, track interactions, and generate reports to monitor client satisfaction and retention metrics.
• Collaboration: Work closely with other team members to ensure a cohesive approach to client service, share insights and feedback, and contribute to the overall success of the foundation's initiatives.
• Continuous Improvement: Stay informed about industry trends and best practices in customer service and sales, and continuously seek opportunities to improve processes and enhance client experiences.

These responsibilities aim to ensure that the Admin/Customer Service Representative plays a crucial role in maintaining client satisfaction, fostering client loyalty, and supporting the Foundation’s sales and fundraising efforts.

Qualifications

Salary : $18 - $20