Member Experience Representative

5 days ago

Silver Spring, United States Goldfish Swim School Full time

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 placementReviewing schedule openings and scheduling members into classes through our administrative systemWalking new families through the first-day process, offering a tour of our facility and introducing each child to their instructor on their first dayUsing 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 
Compensation: $18.00 - $20.00 per hour

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