Job Description

Company Description

We are Aqua-Tots Swim Schools, the first of its kind swim facility designed solely with children in mind! With 160 schools open worldwide, we are dedicated to our team of employees and offer a fun, team-oriented environment with great individuals who have a passion for working with children, their families, and their community.

The Client Care Manager position assists the Aqua-Tots General Manager (GM) in leading and managing the Client Care team in upholding the Aqua-Tots Swim School Core Values and brand standards. Our mission is to provide consistent, quality swimming lessons that adhere to the Aqua-Tots Curriculum Standards and excellent customer service in a safe and welcoming environment.

Client Service Manager Job Responsibilities:

Ensure that the Client Care team adheres to the Aqua-Tots Core Values during all team and customer interactions Maintain a high level of customer engagement and ensure overall customer satisfaction by creating the Aqua-Tots experience Educate customers about the Aqua-Tots program, policies and procedures. Sell swim lessons and merchandise to meet customer needs Maintain excellent customer experience with technology platforms Manage the Client Care team in the tracking and converting of all leads Ensure the Client Care team completes all daily admin & cleaning tasks throughout their shift, that opening and closing checklists are completed daily, and that all reporting (shift reports, BB tasks and e-mail summaries) is done at the end of each day. Assist the GM in responding to any customer service issues. Implement sales goals and incentive plans for the Client Care team. Assist the GM in recruiting, hiring, and onboarding of the Client Care team. Perform Client Care team member assessments and coaching while also providing timely feedback. Assist in leading quarterly and annual reviews with Client Care team Ensure Client Care certifications are properly documented and current. Oversee schedules, attendance, and shift coverage for Client Care team. Build a team environment and promote the Aqua-Tots culture amongst Client Care Specialists Assist in planning and hosting quarterly in-service meetings and team-building activities Ensure the interior and exterior of the facility adhere to the brand standard in overall appearance. Work as part of a team to ensure school safety for team members and customers . Manage inventory for customers, team members, and the facility. This includes placing orders with suppliers, making service calls, and tracking inventory. Analyze and present required leadership reporting Keep the POS system in order/clean (customer profiles, plans, reporting) Carry out any other tasks to support team objectives that are assigned by the GM as required

MINIMUM QUALIFICATIONS

High School Graduate or GED equivalent At least 18 years of age Valid driver's license Open availability Customer service skills Administrative skills Excellent verbal and written communication skills Strong report, writing, and presentation skills.

PREFERRED QUALIFICATIONS

Bachelor's Degree or equivalent in a related field. 1-2 years of management experience. Previous aquatic experience. Previous experience working with children (coaching, camp counselor, teacher, etc.) Experience fostering a positive and inclusive team culture that aligns with company values.
Job Types: Part-time, Permanent

Pay: $20.00-$24.00 per hour

Expected hours: 30 - 40 per week

Benefits:

Casual dress Dental care Discounted or free food Extended health care Flexible schedule Life insurance On-site parking Store discount
Work Location: In person