What are the responsibilities and job description for the Customer Experience Manager position at Waterworks Aquatics?
We’re hiring for a full-time Customer Experience Manager!
A Little About Us…
Waterworks Aquatics is a premier swim school with 39 locations across California and Denver. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming techniques.
Summary of Position :
As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. You’ll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center.
Primary Responsibilities :
- Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads.
- Ensures teams have clear responsibilities, specific duties, and projects assigned daily.
- Oversees proper execution of growth and retention tactics by team members.
- Ensures office flow / operations are in line with Waterworks standards at all times
- Keeps team members on task with the primary objective of helping families in person and on the phone.
- Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible.
- Helps boost morale around the workplace and acts as a positive role model for others.
- Ensures team members complete continual training assignments on time and with a 100% pass rate.
- Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee.
- Ensures weekly company meeting messages / objectives are effectively communicated to the team and are being executed each week.
- Minimum of a high school diploma
- 3-5 years’ experience in direct team management (required)
- 3-5 years’ experience in customer service (required)
- Certified in CPR (Adult, Child, Infant), AED, and First Aid
- Must be able to work full time hours and one weekend day
- Must be goal driven and showcase ability to meet deadlines
- Must be a creative problem-solver and solutions oriented
- Must demonstrate impeccable follow through
- Must be able to communicate effectively with team members and families
- Must maintain a calm demeanor during periods of high volume or unusual events to keep the facility operating efficiently while still setting a positive example
- Must demonstrate a professional and confident demeanor with team members and families
- Must be able to lead by example and create a positive and fun working environment
- We offer competitive compensation and offer a bonus program because we like to reward hard work.
- Stable hours. Get the hours you need. Best of all, get those hours while working in a fun and positive workplace.
- Additional benefits. We offer medical, dental, vision, disability, life insurance, and 401K. We provide company sponsored events, incentive programs, team building events, appreciation days, and more.
General Qualifications :
Join Our Team! … Here’s Why :
Salary : $70,000 - $75,000
