Lead Sales and Member Services Representative

2 weeks ago

Winter Park, United States Goldfish Swim School - Winter Park Full time
Job DescriptionJob DescriptionMake waves and pave the way for your career.
At Goldfish Swim School we are not only passionate about building confident lifelong swimmers, we are also passionate about building careers of our team members. We believe that the hard work and dedication of our team members help create skills that will last a lifetime. We take time to develop both personal and professional skills that prepare team members for their future careers.

Perks and Benefits:
  • Paid on-the-job training
  • Flexible scheduling
  • Culture driven company
  • Employee recognition programs
Requirements:
  • Experience working with children.
  • Experience in a trainer role.
  • Relate well to children, parents, team members, and have great communication skills.
  • Must have or obtain AED/CPR/First Aid certifications as a condition of employment within 90 days (Courses are provided by facility staff once per month, limited exclusively to Goldfish Swim School staff members.)
  • Excellent interpersonal communication and organizational skills
Primary Responsibilities:
  • Provides leadership, discipline and constructive feedback to our Sales and Member Services Representatives (SMS) to ensure quality of sales, member services, and account management.
  • Assists in the supervision of SMS to ensure high productivity, excellent performance and member satisfaction.
  • Provides training of SMS staff to provide superior performance in customer service, understanding of lesson scheduling software, sales and promotional items.
  • Assists in monthly meetings with the SMS staff.
  • Provides periodic audits and summaries of enrollments, withdrawals, and performance for accuracy and training opportunities.
  • Works with the leadership team to implement, drive, and lead sales incentives for SMS employees.
  • Maintains direct debit procedures with front desk employees including customer payment discrepancies and outstanding balances.
  • Participates in marketing and promotional endeavors such as events (internal and external), Water Safety Presentations and in-school promotions.
  • Responsible for the overall cleanliness at the front desk and the dry side of the facility.
  • Assists in drafting of in-facility signage and monthly member announcements.
  • Oversees completion of daily and weekly SMS reports.
  • Works with the leadership team to ensure retail, vending and promotional items are in stock and available.
  • Assists in delivering and creating daily pre-shift meetings and prepares the Front Desk team for the shift.
  • Conducts periodic evaluations of SMS employees and reports results to the leadership team.
  • Engages with members and acts as a Goldfish Swim School ambassador to ensure customer satisfaction. Provides customer service follow-up with members.
  • Suggests areas for improvement and implements corrective action through training, meetings, and quarterly reviews.
  • Participates in training/in-services as required
Education and Experience:
  • High school diploma or GED is required. Bachelors degree preferred. Two or more years previous customer service, sales, and/or administrative office experience required. Intermediate level computer skills required using Word, Excel and other software systems.
Certifications and licenses:
  • CPR, First Aid and AED certification required within 90 days of hire (internal training provided).
Work Environment: While performing this job, the employee is exposed to occasional heat and humidity if needed on the pool deck. Lobby desk is temperature controlled. We encourage our staff members to stand, smile, and greet our guests when approached, but chairs are allowed during quiet work times. Noise level is usually moderate.

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