Customer Experience Specialist

Benefits

Competitive salary

Employee discounts

Health insurance

Opportunity for advancement

Vision insurance

Customer Experience Specialist
At Goldfish Swim School, we don’t just create confident swimmers — we build an unforgettable experience for every guest who walks through our doors. We’re looking for a Customer Experience Specialist who is energized by teamwork, motivated by improvement, and passionate about creating WOW! moments for families and staff alike.

About the Role
As a Customer Experience Specialist, you’ll lead our front-of-house operations. Your role will be critical in the booking of new members and retention of current members.

Primary Duties and Responsibilities
Front Desk Operations

Conducting sales calls

Ensuring all Front Desk tasks are completed each shift, and collaborate with the Customer Experience Representative to complete tasks as needed.

Managing those challenging situations and discussions that take additional care.

Advanced Customer Issue Resolution

Address billing inquiries, disputes, and outstanding payments.

Manage member satisfaction issues: complaints, golden experience opportunities, complex requests.

Provide personalized follow-up post-billing to ensure payment compliance and resolve issues.

Revenue Protection and Sales

Drop members who have not paid by the 10th of the month in accordance with policy.

Conduct outreach to retain members at risk of cancellation due to nonpayment.

Proactively make welcome calls in cases requiring detailed onboarding or upsell opportunities.

Support sales calls to enroll in lessons.

Escalation Management

Receive and resolve escalated issues from the Customer Experience Representatives.

Liaise with management on unresolved or policy-exception situations.

Document issue resolution clearly for internal tracking and compliance.

Leadership and Training

Assist in the training of new Customer Experience Representatives

Facilitate pre- and post shift huddles for front desk

Ensure a smooth transition between the AM and PM shift

Ready to Make a Splash?
Apply today and help us deliver the Golden Experience to every family — while growing in a company that’s all about purpose, positivity, and progress.

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