What are the responsibilities and job description for the Customer Care Manager - Spring Branch Location position at Wolfies Swim School LLC?
Job Description
Job Description
Description : Position Overview :
The Customer Care Manager ensures smooth front desk operations, maintaining high customer service standards and supporting a welcoming environment at Wolfies Swim School. This role is critical in overseeing front desk activities, guiding the team, and upholding Wolfies’ customer-focused reputation.
Supervision Exercised and Received :
Exercised : Supervises CSA I and CSA II staff, providing guidance and support.
Received : Reports to the Assistant Director of Operations and collaborates closely with other department executives.
Key Responsibilities :
Create and manage Customer Care staff schedules, ensuring adequate coverage and accommodating time-off requests.
Oversee daily front desk operations, ensuring customer interactions are handled effectively.
Handle escalated customer issues to ensure service standards are maintained.
Lead training sessions for the CSA team, ensuring consistent policy adherence and best practices.
Conduct a final review of the 'End of Day' report to confirm accuracy and compliance with processes, using it to assess team performance and identify areas for improvement.
Manage all monetary transactions that flow through the front desk and ensure accuracy.
Manage the hiring process, including onboarding and training of new hires.
Manage process usage and efficiency.
Maintain proper inventory levels and update inventory tracking systems as scheduled.
Assist with administrative tasks directly related to Aquatics.
Manage home lesson scheduling and tracking.
Notify parents of instructor changes.
Requirements : Qualifications :
Strong leadership and communication skills with experience in customer service management.
Proficiency in ICP and Paylocity, with a focus on using these tools to streamline operations and support the front desk team.
Bachelor’s Degree in related fields preferred.
Expectations :
Maintain professionalism and set a positive tone for the team.
Contribute to a culture of accountability, continuous improvement, and excellent customer service.
Show initiative to research and solve problems independently.
Ensure the schedule is appropriately staffed 100% of the time.
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