Customer Experience Manager - Usswimschools : Job Details

We're hiring for a full-time Customer Experience Manager!A Little About Us…

Waterworks Aquatics is a premier swim school with 39 locations across California and Denver. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming techniques.

Summary of Position:

As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. You'll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center.

Primary Responsibilities:

Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads.

Ensures teams have clear responsibilities, specific duties, and projects assigned daily.

Oversees proper execution of growth and retention tactics by team members.

Ensures office flow/operations are in line with Waterworks standards at all times.

Keeps team members on task with the primary objective of helping families in person and on the phone.

Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible.

Helps boost morale around the workplace and acts as a positive role model for others.

Ensures team members complete continual training assignments on time and with a 100% pass rate.

Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee.

Ensures weekly company meeting messages/objectives are effectively communicated to the team and are being executed each week.

General Qualifications:

Minimum of a high school diploma.

3-5 years' experience in direct team management (required).

3-5 years' experience in customer service (required).

Certified in CPR (Adult, Child, Infant), AED, and First Aid.

Must be able to work full-time hours and one weekend day.

Must be goal-driven and showcase ability to meet deadlines.

Must be a creative problem-solver and solutions-oriented.

Must demonstrate impeccable follow-through.

Must be able to communicate effectively with team members and families.

Must maintain a calm demeanor during periods of high volume or unusual events to keep the facility operating efficiently while still setting a positive example.

Must demonstrate a professional and confident demeanor with team members and families.

Must be able to lead by example and create a positive and fun working environment.

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Training & development
• Vision insurance

Join Our Team! … Here's Why:

• We offer competitive compensation and a bonus program because we like to reward hard work.
• Stable hours. Get the hours you need. Best of all, get those hours while working in a fun and positive workplace.
• Additional benefits. We offer medical, dental, vision, disability, life insurance, and 401K. We provide company-sponsored events, incentive programs, team-building events, appreciation days, and more.

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