Customer Experience Specialist

Benefits:

• Competitive salary
• Employee discounts
• Health insurance
• Opportunity for advancement
• Vision insurance

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.

• 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.

Primary Duties and Responsibilities:

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