Member Experience Representative

4 weeks ago


Columbia, Maryland, United States Goldfish Swim School Full time
Job Summary:

As a Member Experience Representative at Goldfish Swim School, you will be responsible for providing exceptional customer service to our members and their families. This includes managing front desk tasks, answering phone calls, and responding to emails and text messages. You will also be responsible for scheduling members into classes, reviewing schedule openings, and walking new families through the first-day process.

Key Responsibilities:
  • Provide exceptional customer service to members and their families
  • Manage front desk tasks, including answering phone calls and responding to emails and text messages
  • Schedule members into classes and review schedule openings
  • Walk new families through the first-day process and introduce each child to their instructor
  • Use sales experience to reach new membership and retention goals
  • Use CRM software, such as Salesforce, to contact online inquiries and share information with team members
  • Maintain a clean and organized facility, including performing administrative duties and managing inventory and materials

Requirements:
  • Ability to swim and be lifeguard, CPR, and AED certified
  • Physical requirements of the day-to-day position include standing, reaching, bending, typing, and working from an upright desk
  • Ability to work the same scheduled days every week, including one weekday evening and one weekend day per workweek
  • Sales, retention, or membership experience with a strong presence both answering phones and in person
  • Experience working with CRM software, such as Salesforce, and computer skills and experience with Google Suite
  • Dedication to ensuring both customer success and the success of the school

What We Offer:
  • Competitive pay from $16-18 per hour with membership, sales, and retention bonuses
  • 5-8 hour shifts that are the same days and times each week
  • Thorough, paid training, both online and in person
  • A fun and tropical environment that's open all year round
  • Recognition and rewards for hard work, including gift cards, swag, and pizza after a long day of lessons
  • Free E&A ILTP (lifeguard, CPR, and AED) certification
  • Support from leaders and team members both at work and in life


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