Member Experience Representative

2 months ago

Silver Spring, United States Goldfish Swim School Full time

At Goldfish Swim School, we care about providing top-notch swim lessons. We also have a reputation for our golden experience & WOW customer service, thanks to the culture created by our team members They are the ones who show our families why they should choose Goldfish Swim School week after week by making learning (and work) FUN

This job is perfect if you have experience in sales and customer service with a natural talent for making other peoples' days brighter and if you're someone who loves kids and is looking to have fun while being part of something bigger. What you'll do here is going to mean something to so many families and make a difference in your community and in each child's life.

What will you be doing?

As a Member Experience Representative, your skills, knowledge and your fin-tastic personality are essential to your community and the families that we serve. You will be responsible for managing front desk tasks, speaking to children and families and maintaining a school that's set up for success at every lesson. You'll use phone, email, text, salesforce and in-person communication to introduce families to our program and guide new families through their first days at Goldfish and be there to support children as they progress from mini and junior swimmers to gliders to pros

  • Initiating conversations with both new and returning families about our lessons, our schedule and ourwell-established and proven curriculum of water safety, swim and swimplay skills. Conversations may include:
    • Sharing knowledge and answering questions about our curriculum and student level placement
    • Reviewing schedule openings and scheduling members into classes through our administrative system
    • Walking new families through the first-day process, offering a tour of our facility and introducing each child to their instructor on their first day
    • Using your expertise to address parent concerns and help them to resolve any issues they may have or act as a concierge to direct unanswerable questions to managers or pool deck supervisors
  • Building rapport with parents and family members through excellent customer service as their schedule and students needs progress through our program. We go above and beyond with the little details every day to give our families and our community the best impression possible
  • Using sales experience to reach new membership and retention goals by communicating over the phone and in person and by following up on leads or previous conversations. You will be responsible for keeping records of all conversations in the computer system or CRM in a way your team can understand
  • Using observation, conversation and relationship development skills to identify parent concerns and offer solutions so that families can stay enrolled in swim lessons
  • Using CRM software, such as Salesforce, to contact online inquiries and sharing the above-mentioned information
  • Making sure you and your team are set up for success by preparing class schedules and reviewing that day's lessons for new, canceled or makeup students
  • Caring for the school by performing administrative duties, managing inventory and materials and by maintaining a sparkly clean facility when needed, making sure we offer the same quality standards for every family that dives through our doors
What can we offer you?
  • Competitive pay from $18-20 per hour with membership, sales and retention bonuses
  • 5-8 hour shifts that are the same days and times each week so you always know when you're working
  • Thorough, paid training, both online and in person, so you feel well-equipped to succeed in your position
  • A fun and tropical environment that's open all year round and is always 90 degrees and sunny
  • Recognition and rewards for your hard work - Gift cards, swag or pizza after a long day of lessons, staff outings, community involvement events like planting trees and feeding our first responders and company-sponsored events like baseball games, bowling, and water park tickets.
  • Free E&A ILTP (lifeguard, CPR & AED) certification
  • Support from your leaders and your team both at work and in life - we believe in providing open, honest communication in a positive environment
What will be expected of you?
  • Ability to swim; everyone on our team is lifeguard, CPR & AED certified. You'll go through our in-house lifeguard certification program as part of your training and you must pass a basic swim test (50 yards) to complete the course.
  • Physical requirements of the day-to-day position include standing, reaching, bending, typing and working from an upright (standing) desk.
  • Ability to work the same scheduled days every week (Ex. Every Monday from 8:30-1:30) including one weekday evening and one weekend day per workweek. Front desk team members are scheduled for 5-8 hour shifts based around lesson times
  • Sales, retention or membership experience with a strong presence both answering phones and in person. Experience working with Salesforce or similar CRM as well as computer skills and experience with Google Suite (GMail, Google Docs, Sheets, etc.)
  • Dedication to ensuring both customer success and the success of your school. Our willingness to help each student as an individual and your ability to bring your own personality to each conversation are key to the success of both you and the school.You must have communication skills to work not only with children, but with parents and team members as well
  • The ability to do quality work and represent Goldfish Swim School's mission to change lives and make a difference every day by going above and beyond with every detail, meeting and exceeding expectations to create a golden experience
  • Doing the right things, making the right decisions and treating people with integrity, compassion and trust
At Goldfish Swim School - Silver Spring, our core values are at the heart of everything we do and are behind every decision we make, both in water and in life. That includes the commitment to treating all people with integrity, compassion and trust. We're dedicated to building a team who is diverse in background, identity, perspective, culture and experience. As a proud equal opportunity employer, we value the qualities and characteristics that make you who you are. If you think you can see yourself as part of the GOLDEN Experience, we encourage you to continue and apply

We are a culture-driven company. We practice our core values as much as we practice our swim skills and seek out others who believe in doing the right things, making the right decisions and teaching with integrity, compassion and trust. We are continuously awarded as top employers from our community and from those who matter most - our team

Visit to see what real employes are saying about Goldfish Swim School

Some of our most successful team members have worked in places like:
  • Gym, Fitness and Recreation Center
  • Spa, Hotel and Concierge roles
  • Customer Success Manager, Customer Relations, sales and services team member or inside sales representative
  • Front Desk, Administrative Assistant or Customer Service Representative
  • Inside Sales Representative, Sales Representative or Call Center Representative


Easily apply for this job using your resume or by signing in to your Indeed, ZipRecruiter or other job platform profile You may be redirected to our careers page to apply, but we won't ask you to fill in your entire work history - just attach your resume.

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Compensation: $18.00 - $20.00 per hour

Tropical Vibes & Impacting Lives

You feel it the moment you walk in. There's more than vibrant colors, a tropical theme and happy children. There's something different, something extraordinary. Something truly GOLDEN. It's passionNot just a passion for kids or a passion for swimming...it's a special passion for changing - even saving - lives, by being a part of kids learning to swim.

When you work at Goldfish, you're not just an employee. You're a part of something bigger. You're making an impact; a splash in the lives of the children in your community. You're an integral part of a team, working together to move forward a mission. You're also making waves in your future, learning life lessons in and out of the pool through mentorship, leadership and passion. At Goldfish, it's more than a job - it's an endless pool of possibilities, opportunities and life-changing moments

Making Waves with Passion, Purpose & Core Values

At Goldfish, our core values are at the heart of everything we do, and behind every decision that we make. To us, these values are more than just words - they're embraced with purpose in our everyday lives, and what allows us to make a splash in our community, and in the lives of our members and our team

We go above and beyond with every detail to create a GOLDEN Experience

We believe in nurturing a culture that provides WOW Customer Service

We do the right things, make the right decisions and treat people with Integrity •Compassion •Trust

We meet and exceed expectations so you see Extraordinary Results

We make a big deal about life's accomplishments by remembering to Celebrate

Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.

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