Customer Service Associate I - Spring Branch 2025*

Description

Position Overview:
As the first point of contact, the CSA I provides friendly and efficient customer service, assisting with check-ins, registrations, payments, and general inquiries. This role supports Wolfies Swim School by ensuring families feel welcomed, informed, and valued, while maintaining accuracy and professionalism in all interactions.

Supervision Exercised and Received:

• Exercised: None.
• Received: Reports to the CSA II and Customer Care Manager.

Key Responsibilities:

• Greet and assist customers promptly with check-ins, registrations, payments, and general inquiries, ensuring a welcoming and professional atmosphere.
• Maintain detailed and accurate records of customer interactions, daily tasks, and any notable issues in iClassPro (ICP).
• Process enrollments, transfers, cancellations, and class scheduling efficiently, adhering to Wolfies Swim School policies and procedures.
• Regularly monitor voicemails and emails, prioritizing time-sensitive communication and ensuring all inquiries are addressed promptly.
• Promote Wolfies Swim School’s offerings, including events, services, and products, to enhance customer experience and engagement.
• Follow safety and policy guidelines, ensuring families are informed of requirements such as swimwear, health standards, and attendance expectations.
• Maintain a clean and organized front desk environment, ensuring materials and supplies are well-stocked.
• Provide inclusive and accessible service by accommodating diverse family needs and resolving concerns with empathy and professionalism.
• Collaborate with the CSA II and Customer Care Manager to address recurring customer challenges and suggest operational improvements.
• Prepare, review, and act on daily, weekly, and monthly reports, including:
  • Identifying and resolving discrepancies in billing and enrollment.
  • Monitoring attendance and following up with families on absences or automatic notifications.
  • Ensuring referral credits and resolving scheduling conflicts.
  • Verifying completion of attendance and addressing any system alerts for accuracy.

Requirements

Qualifications:

• Excellent interpersonal and communication skills with a friendly, customer-focused demeanor.
• Basic proficiency in iClassPro (ICP) or willingness to learn, including scheduling and profile management.
• Strong organizational skills and attention to detail.
• Problem-solving skills and ability to handle customer inquiries effectively.
• Fluent in Spanish strongly preferred, but not required.

Expectations:

• Maintain a welcoming attitude and a strong focus on customer satisfaction.
• Demonstrate professionalism, ownership, and accountability in all tasks.
• Strive for accuracy and support a collaborative front desk environment.
• Participate in ongoing training and development to enhance customer service skills.