Customer Service Representative

Job Description

Job Description

Salary : $20 - $27

OVERVIEW

Under the direct supervision of the Customer Service Manager, the Customer Service Representative (CSR) at Sutton Swim School (SSS) is responsible for delivering exceptional service to families and students, reflecting Suttons commitment to safety, community, and lifelong learning. The CSR is the first point of contact for our school, ensuring every interaction with families and students is friendly, professional, and focused on addressing their needs. This role requires a high level of integrity, teamwork, initiative, and a genuine passion for serving others. The CSR demonstrates leadership and technical skills through effective communication, collaboration, and professional conduct, fostering a positive and supportive atmosphere for students, families, and staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This job description outlines the general nature and level of responsibilities. It is not intended to detail every task associated with the position.

• Embody and promote SSSs Core Values : Safety First, Teamwork, Positive Attitude, and Lifelong Learning.
• Know, understand, and consistently apply all SSSs policies, procedures, safety guidelines ,and customer care standards.
• Welcome students, parents, and staff with warmth and professionalism, fostering positive relationships and a sense of community they want to be a part of.
• Respond promptly and professionally to inquiries in person, by phone, and via email, providing accurate information about programs, schedules, and policies.
• Assist families with class registrations, scheduling, and account management, ensuring clarity and satisfaction at every step.
• Communicate regularly with instructors, deck staff, and management to relay customer needs, feedback, and concerns.
• Proactively resolve customer issues by clarifying concerns, researching solutions, and following through to resolution, escalating complex matters as needed.
• Accurately document customer interactions and feedback in our management system.
• Support the front desk operations, including check-in procedures, merchandise sales, and facility cleanliness.
• Participate in ongoing training, staff meetings, and professional development opportunities.
• Perform other job-related duties as needed, including assisting with special events, relieving teammates for breaks, and covering shifts for teammates when necessary.

MINIMUM JOB REQUIREMENTS

Must be 18 years of age or older. Available to work at least 4 days a week, including evenings and weekends. Have emotional maturity and a genuine interest in working with and creating long-lasting relationships with children and their families. At least two years of experience in customer service, sales, program coordination, or a related field is preferred. Personal alignment with SSSs Core Values (Safety First, Teamwork, Positive Attitude, and Lifelong Learning).

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Skills you MUST have because we cannot teach them to you :

PHYSICAL DEMANDS

Customer Service Representatives at Sutton Swim School are active and engaged throughout each shift. Duties require standing, walking, sitting, and using hands to operate phones, computers, and office equipment . The ability to speak clearly, listen attentively, and handle multiple tasks in a busy environment is essential. Occasionally, you may be required to assist with moving equipment, covering for teammates in other departments to relieve them for breaks / lunches, helping small children (up to 50 pounds). Strong attentiveness and the ability to manage customer flow seamlessly are required. This is a safety-sensitive position, and your alertness and professionalism are essential to keeping everyone safe and supported

ENVIRONMENTAL CONDITIONS

Our Customer Service Representatives primarily work in the front office area of Sutton Swim School, which is adjacent to but separated from the indoor pool by a wall and a door. The pool environment does not affect the front office conditions. The role involves multitasking, including managing computer tasks, handling phone calls, and addressing in-person customer questions. Occasionally, office staff will need to work on deck in a humid environment to relieve teammates for breaks and / or lunches, and may also need to substitute in the pool as required. Maintaining positive customer relationships and community connections remains a core value in all settings.

Submit your resume and we will schedule a call with you as soon as we review it. If you do not have a resume already, please contact Sean@suttonswim.com for an employee application.