What are the responsibilities and job description for the Customer Success and Growth Representative position at urSwim?
About Us: urSwim is a fast-growing swim school brand committed to providing exceptional swimming lessons while fostering a supportive and welcoming environment for our clients.
Job Description: We are seeking an enthusiastic, detail-oriented, and proactive Swim School Customer Care and Expansion Representative to join our dynamic team. In this client-focused role, you will be the front-line ambassador for urSwim, directly impacting the customer experience and contributing to the overall expansion of the business. Your responsibilities will include supporting both customers and team members, facilitating client interactions, and organizing schedules, all while contributing to the improvement of our operations and customer care practices.
Key Responsibilities:
- Customer Experience Excellence: Be obsessed with providing customer service by addressing client inquiries, resolving concerns, and ensuring a positive and personalized experience for each customer across multiple communication channels (phone, email, etc.).
- Growth-Focused Support: Assist in managing the enrollment process, helping to expand our client base by promoting swim school offerings, facilitating new sign-ups, and ensuring client satisfaction to encourage repeat business and referrals.
- Operational Efficiency: Help organize and maintain client schedules, appointments, and swim class bookings to ensure smooth operations and an optimal experience for families.
- Collaboration with Leadership: Support urSwim CEO and leadership team members in daily operations, helping with administrative tasks and collaborating on customer feedback and improvement strategies.
- Problem-Solving & Solutions: Identify areas for process improvement within customer care and assist in developing solutions to streamline operations and enhance the overall experience for clients.
- Contribute to Business Growth: Support the development of strategies aimed at expanding our reach and improving customer retention, all while maintaining a high standard of service.
Qualifications:
- Preferably experience in the swim school industry or another child service industry;
- Strong communication and interpersonal skills, with the ability to connect with customers and team members;
- Proven organizational and time-management abilities;
- A customer-first mindset with a passion for providing exceptional service;
- Ability to adapt to a growing and evolving environment;
- Experience in administrative roles or customer service is a plus, particularly in a fast-paced, growth-driven business;
- Ability to work independently and collaboratively in a team environment.
- Positive attitude and willingness to take on new challenges.
- Proficiency in google workspace; experience with scheduling tools and customer relationship management (CRM) systems is a plus;
- Bilingual in English and Spanish preferred.
- High school diploma or equivalent required; college degree preferred.
Work Environment:
- Expected hours: 40 hours per week.
- Office hours: 9:00 AM - 5:00 PM.
- Ability to work in a fast-paced, high call volume office environment.
Why Work for urSwim:
- Be a part of a fast-growing and innovative swim school with opportunities to grow your career.
- Contribute directly to enhancing the customer experience and shaping the brand’s future.
- Work in a positive and supportive team environment that values collaboration and personal growth.
- Competitive salary commensurate with experience.
- Opportunities for professional development and growth within the company.
- Supportive and collaborative work environment.
- urSwim offers a 90-day probationary period. During this time, employees’ performance and fit for the role will be evaluated. Eligibility for benefits begins upon the successful completion of the probationary period. Remote work opportunities after probationary period.
Job Type: Full-time
Pay: $42,000 - $46,000 based on experience
Expected hours: 40 hours per week
Benefits:
- 401(k)
- Employee Discount
- Health insurance
- Paid time off
- Referral program
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Job Type: Full-time
Pay: $42,000.00 - $46,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Work from home
Shift:
- Day shift
- Morning shift
Work Location: In person
Salary : $42,000 - $46,000
