Internal Position - CSR Lead

Compensation

$19.50 - $21.00/hour

Part-time, hourly

The Customer Service Representative Lead supports the daily operational success of the front of house by maintaining flow, accuracy, and consistency across the front desk, lobby, and viewing room throughout each shift. This role ensures families receive accurate information and timely resolution, and serves as the first point of escalation for parent concerns before they reach the Admin Manager. The CSR Lead serves as the primary shift support for Customer Service Representatives and as the liaison between families, the front desk team, and deck leadership.

• Maintain a visible, moving presence across the front desk, lobby, and viewing room to ensure families are oriented and the desk is never unattended.
• Serve as the first point of escalation for parent concerns. Resolve in the moment where possible, and hand off to the Admin Manager with a written summary when not.
• Approve routine account adjustments within defined limits and elevate anything outside those limits to the Admin Manager without committing to an outcome first.
• Review daily schedules, rosters, and enrollment changes in Jackrabbit at the start of shift and flag discrepancies before families arrive.
• Monitor check-in flow and lobby capacity during class transitions and redirect traffic to prevent bottlenecks at the desk and viewing room entrance.
• Orient viewing room guests on where to wait, when their swimmer will be called, and what to expect. Hand off to the Deck Lead at the deck threshold.
• Confirm trials, makeups, transfers, and schedule changes are entered correctly in Jackrabbit before the family leaves the desk or ends the call.
• Answer phone and email inquiries during the shift, resolve service questions directly, and route enrollment decisions to the Admin Manager.
• Verify that level changes and advancement communications reach the family and are reflected accurately in the account.
• Track unresolved parent issues carried over from prior shifts and follow up until closed.
• Coach Customer Service Representatives in the moment on phone handling, check-in accuracy, account documentation, and de-escalation.
• Delegate and verify opening, closing, and lobby readiness tasks.
• Maintain lobby and viewing room standards, including cleanliness, current signage, and stocked materials.
• Communicate deck-relevant information to the Deck Lead, including late arrivals, instructor requests, and safety concerns raised by parents.
• Complete required shift reporting and document all significant parent interactions in One Team
  360 in enough detail that a manager can act without follow-up questions.
• Complete end-of-shift desk close and front-of-house security procedures.

• Must be an internal Premier Swim Academy team member in good standing.
• Minimum 3 months of experience as a Customer Service Representative or equivalent front desk role.
• Demonstrated mastery of Jackrabbit Class, PSA's primary scheduling system. Must be able to independently and without supervision perform enrollments, transfers, drops, makeup scheduling, schedule and class changes, family and account edits, and account notes, and must be able to locate and correct another staff member's entry error.
• Jackrabbit mastery is verified by a hands-on practical check during the application process. It is not accepted as self-reported.
• Strong understanding of PSA program structure, level progression, and enrollment policies.
• Ability to de-escalate an upset parent in person and by phone without routing the conversation to a manager by default.
• Ability to make judgment calls within defined approval limits and to recognize what must be escalated.
• Confident written communication. Able to document an interaction clearly enough for a manager to act on it.
• Ability to lead by example and provide on-the-spot coaching to peers.
• Ability to stand, walk, and remain at the desk for extended periods in a warm and humid environment.
• Available a minimum of 3 shifts per week, scheduled against business need.
• Availability to reliably cover scheduled shifts and occasional sub needs.
• Must hold or obtain required certifications based on PSA standards.

While performing this role, the employee is frequently required to stand, walk, stoop, crouch, communicate clearly, and maintain awareness of the surrounding environment. Regular use of hands for reaching and typing is required. Lifting or assisting children up to 50 pounds may be required. The employee must be able to help in the case of emergencies on deck.

The work environment involves warm, humid conditions around the pool with moderate to loud noise levels. All staff must follow required safety precautions to ensure a safe environment for swimmers and coworkers.

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