Customer Experience Specialist

About Us:

Parents say British Swim School is quite simply the nation’s leading swim school, and as we continue to expand the reach of our life-saving program, we’ll always want to hear from fun-loving, service-minded individuals who might fit into our award-winning team!

The Position:

Receives and places telephone calls. Maintains solid customer relationships by handling questions and concerns with speed and professionalism. Performs data entry. May also require research skills to troubleshoot customer problems. Excellent communication abilities and data entry skills are essential.

General Purpose

Interact with customers to provide and process information in response to inquiries, concerns and requests about services.

Main Job Tasks and Responsibilities

• deal directly with customers either by telephone, electronically or face to face
• respond promptly to customer inquiries
• handle and resolve customer complaints
• obtain and evaluate all relevant information to handle product and service inquiries
• provide pricing and delivery information
• perform customer verifications
• set up new customer accounts
• process orders, forms, registrations and requests
• organize workflow to meet customer time frames
• direct requests and unresolved issues to the designated resource
• manage customers' accounts
• keep records of customer interactions and transactions
• prepare and distribute customer activity reports
• maintain customer databases
• manage administration
• follow up on customer interactions
• provide feedback on the efficiency of the customer service process

Education and Experience

• High school diploma, general education degree or equivalent
• knowledge of relevant computer applications
• competent computer skills including MS Office or equivalent
• ability to type
• knowledge of administrative procedures
• numeric, oral and written language applications

Key Competencies

• interpersonal skills
• communication skills - verbal and written
• listening skills
• problem analysis and problem-solving
• attention to detail and accuracy
• data collection and ordering
• customer service orientation
• adaptability
• initiative
• stress tolerance

What can you expect from us?

• Flexible schedules - shifts between 4 to 5 hours; easy to schedule around other jobs or studies with highly competitive pay.
• Being welcomed into a warm, fun culture with mission-driven managers who give back to the community and their staff.
• The opportunity for growth in a business with massive expansion opportunities.
• Structured, paid training (including first aid certification as needed).
• Extra paid birthday time off.
• Free parking onsite.
• Happy, laughing, singing KIDS.

****** Please note we are only looking for candidates based out in northern California******