Customer Service Representative - Full Time

Job summary

The role involves managing administrative operations, such as class bookings and payments, while providing exceptional customer service to swim school families. You will act as a primary point of contact for inquiries, registration, and attendance tracking to ensure a positive client experience.

Job details

Swimmer Care Team - Office Administrator & Customer Service Representative A Bit About Us Core Values: Safety, Integrity, Fun, Community, and Growth Splash N’ Learn is a women founded swim school created by passionate leaders who have individually built trusted and thriving swim programs. Together, they’ve launched a new and collaborative venture built on partnership, purpose, and the belief that we are stronger together. Our mission is simple: Be a place where kids can splash, learn, and grow in a safe, nurturing, and empowering environment. The Opportunity As a member of the Swimmer Care Team, the Office Administrator & Customer Service Representative plays a vital role in maintaining efficient administrative operations and delivering exceptional service to our swim school families. This is a highly collaborative, customer-facing, and detail-oriented role responsible for handling a wide range of administrative and client service tasks that directly contribute to the success of our swim program. This is a part-time role and predominantly a remote position, though occasional in-person participation may be required for meetings, training, or special events. This position reports to Cassidy Caster and Splash N’ Learn owners Responsibilities * Customer Service and Swimmer Support * Create a warm, professional, and welcoming experience for all clients through clear and friendly communication. * Promptly address customer inquiries, concerns, and complaints via email, phone, and messaging platforms. * Guide new clients through account creation, online forms, and swim school policies. * Assist with rolling registration processes and ongoing session enrollment. * Provide customized support based on the unique needs of swimmers and families. * Ensure accurate check-in and attendance tracking for swimmers. * Actively contribute to a positive, solutions-oriented team environment. * Celebrate swimmer milestones and birthdays by communicating recognitions to supervisors and team leads. * Administrative Operations * Manage and update daily class bookings, makeup scheduling, and instructor assignments. * Maintain accurate and organized client records and system notes. * Process payments, follow up on outstanding balances, and establish approved payment plans. * Monitor and manage class requests, waitlists, and instructor preferences. * Track attendance and proactively follow up on no-call/no-show patterns. * Assess class fill rates and collaborate on schedule adjustments when necessary. * Coordinate with aquatic supervisors and management to relay important client insights and updates. * Support administrative reporting and performance tracking using key performance indicators (KPIs). * Assist in developing and maintaining internal resources and training materials. * Continuously look for ways to optimize systems, communication, and operational efficiency. Qualifications * Strong verbal and written communication skills * Exceptional customer service mindset and positive attitude * Organized, self-motivated, and capable of managing multiple priorities independently * Excellent attention to detail and accuracy * Problem-solving ability and sound judgment in high-pressure situations * Proficient in computer systems and digital communication tools * Comfortable working in a remote environment with proactive communication Work Environment and Expectations * Remote role with flexible hours; must be available during designated service hours & registration * Occasional in-person meetings or training will be required (can meet in GTA) * Must maintain confidentiality, professionalism, and team collaboration at all times

What you’ll do

The role involves managing administrative operations, such as class bookings and payments, while providing exceptional customer service to swim school families. You will act as a primary point of contact for inquiries, registration, and attendance tracking to ensure a positive client experience.

Requirements

Candidates must possess strong verbal and written communication skills, an exceptional customer service mindset, and high attention to detail. Proficiency in computer systems and the ability to work independently in a remote environment are essential for this position.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Administrative Support · Preferred
• Attention to detail · Preferred
• Account Management · Preferred
• Communication · Preferred
• Team Collaboration · Preferred
• Data entry · Preferred
• Payment Processing · Preferred
• scheduling · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Administrative Support
• Communication
• Problem Solving
• Attention To Detail
• Data Entry
• Scheduling
• Payment Processing
• Account Management
• Time Management
• Team Collaboration
• Digital Communication
• Operational Efficiency
• Digital Communications
• Professionalism
• Solution-Oriented
• Positivity
• Self-Motivation
• Management
• Confidentiality
• Key Performance Indicators (KPIs)
• Operations
• Customer Inquiries
• Teamwork
• Detail Oriented

Job areas

• Customer Service & Support
• Administrative
• Education
• Sports & Recreation
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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