Customer Service Lead - Premier Swim Academy

Customer Service Lead 

 Summary Statement 

Under limited supervision, this role assists in oversight of all activities occurring on site relating to the day-to-day operations of swim programs and services at Premier Swim Academy. Responsibilities include but are not limited to customer service, front desk, retail, assisting staff scheduling and more.The Customer Service Lead will work in pair with the On-Deck Leads in making sure that our staff and schedules meet the needs of the lesson program on a daily basis.

 Essential Duties and Responsibilities 

This is a generalized job description. It defines the general character and scope of responsibilities. It is not intended to describe and does not necessarily list every duty for a given position 

Staff: 

• Assisting in oversight and supervision of all admin staff.  
• Assisting in training coordination of all admin staff.  

Administrative:  

• Direct oversight for specific administrative duty (Billing, Inventory, Reporting, Etc.). Facility Managers should be able to direct specific questions over these topics to the CSL owner and expect prompt, up to date results.  
• Acts as the primary manager on duty, when the Administrative/Program Directors are not on-site/available.  
• Swiftly and effectively resolves problems or disputes involving customers and/or employees. 
• Comprehensive understanding of Jack Rabbit to effectively manage classes and family accounts and assist PSA team members; escalates Jack Rabbit, or family account issues to PSA Systems when appropriate.  
• Assists in creating, inputting and managing staffing schedules including change of seasons, replacements and subbing assuring all instructor shifts are staffed.  
• Assist with official onboarding of new admin.  
• Notify the Administrative/Program Director of broken and unsafe equipment or facility repairs. 
• Assures all PSA staff maintains a high level of customer service and follows all company policies and procedures. 
• Meets weekly with the Administrative Director. 
• Creates and maintains a relationship with Administrative/Program/Recreation/Training Directors that fosters teamwork, enthusiasm, and exemplifies the PSA Core Values.  
• Oversees customer service representatives and ensures that daily tasks are completed. 

Jack Rabbit: 

• Assisting with management of all Jack Rabbit information and systems  
• Assisting with setting up classes for new instructors that come in 
• Assisting with oversight of all billing and billing coordination  
• Direct communication with new clients  
• Assisting with new staff enrollment in Jack Rabbit 
• Notifying families of instructor absences via sms messages and emails.  
• Assisting with contacting iClass and Jack Rabbit when there are system glitches.  

Evolia 

• Assist with schedule management 
• Assist with adding new employees into Evolia 
• Assist with making sure everyone’s availability is updated if they notify us of a change. 

OneTeam360:  

• Completes daily interactions for admin on shift 
• Assists in task assignment to admin staff in regards to daily/weekly/monthly duties 
• Assists in any necessary note taking and feedback for staff profiles 
• Available for questions and clarifications in regards to tasks assigned 
• Reads and responds accordingly to daily site notes in a timely manner; follow up on any issues or concerns. 

Programs: 

• Oversees Learn to Swim programming and staffing of the PSA location ensuring a safe and properly maintained program. Assists in oversight of all pool deck operations and all programs operating within it.  
• Works with the Training Director to ensure proper scheduling of training classes for new instructors 
• Assists in oversight of class and staff schedules; works with Administrative and Training Directors when new hires are needed & current staff departs.  
• Reads and responds accordingly to daily site notes in a timely manner; follow up on any issues or concerns. 

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, stoop and crouch. The employee is frequently required to use hands to feel, reach and type.  

The employee may occasionally lift and/or move equipment or a small or average size child up to 50 pounds. Specific vision abilities required by this job include close, distance, and peripheral vision and the ability to adjust focus. 

Our company is an at-will employer. This means that regardless of any provision, either you or the company may terminate the employment relationship at any time, for any reason, with or without cause for notice. 

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally-recognized basis [“protected class”] including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law.