Client Experience Coordinator LK

CLIENT EXPERIENCE COORDINATOR

JOB DESCRIPTION

Little Kickers - Client Operations

ROLE SUMMARY

As a Client Experience Coordinator at Little Kickers Swim School, you will be the welcoming face of our organization, ensuring every client interaction begins with a warm and professional greeting in our lobby. You will ensure a smooth client experience by managing front desk operations, engaging with prospective members, and following up on leads. This role oversees the overall client journey, ensuring exceptional service while driving revenue through effective membership sales, proactive communication, and client retention strategies. The Coordinator is vital to fostering a welcoming atmosphere and supporting the swim school’s commitment to excellence!

We are currently seeking applicants who are able to work a combination of evenings (~2:00-8:00p.m. weekdays) and weekends (Saturdays ~7:30a.m-6:30pm; Sundays, ~7:30 a.m.-2:30 p.m.)

This role will report to the Client Operations Manager.

KEY RESPONSIBILITIES

• Client Communication
• In-Person Client Experience
• Membership Sales
• Client Retention
• Student Interaction

RESPONSIBILITIES

Client Communication

• Handle all incoming client communications promptly and courteously, whether via text, phone calls, or email.
• Respond to client inquiries, requests, and concerns in a timely manner, demonstrating empathy and understanding.
• Maintain accurate records of client interactions and communications for future reference.

In-Person Client Experience

• Oversee daily operations at the front desk, ensuring it runs smoothly and efficiently.
• Provide a welcoming and professional experience for all clients and visitors.
• Handle customer inquiries, concerns, and requests with poise and a solutions-oriented mindset.
• Maintain a clean and organized lobby area.

Membership Sales

• Sell memberships to prospective clients, leveraging thorough product knowledge and understanding client needs.
• Manage the waitlist by ensuring all members are contacted in a timely manner.
• Follow up with warm leads and conduct outreach to potential members, including cold calls campaigns when appropriate.

Client Retention

• Engage with current members to promote retention and satisfaction.
• Proactively identify and implement creative solutions to address client concerns, ensuring a positive resolution and fostering a sense of satisfaction and trust among all members.
• Process membership withdrawals, ensuring proper documentation of reasons for cancellation.
• Execute win-back campaigns aimed at re-engaging former members.

Student Interaction

• Perform diaper checks for all infants before they enter the pool area
• Provide stamps and / or lollipops to students when appropriate
• Foster excitement with our students through enthusiastic interaction

• A genuine love for working with children and the ability to engage and excite them about their upcoming swim lessons.
• Exceptional interpersonal skills to interact warmly and effectively with both parents and kids, ensuring a positive experience for everyone.
• Previous customer service experience is essential, as you will be the friendly face of our swim school, managing inquiries, registrations, and more.
• While not mandatory, experience working with children in any capacity is highly preferred.
• Ability to work cheerfully in a fast-paced, sometimes chaotic environment
• Proficiency in productivity and scheduling software, including the Google productivity suite
• Strong organizational skills to handle daily administrative tasks with ease and efficiency.
• Ability to work collaboratively with our swim instructors and other staff to create a seamless and enjoyable experience for our students.
• A cheerful, energetic, and patient demeanor that contributes to a fun and nurturing atmosphere at our swim school!