Customer Experience Specialist

Customer Experience Specialist

At Small Fish Big Fish Swim School, we're more than a swim school — we’re a community dedicated to building confident kids, creating positive experiences for families, and making every visit exceptional. We’re looking for an enthusiastic, organized, and customer‑focused Customer Experience Specialist to join our front desk team. If you thrive in a fast‑paced environment, love helping people, and enjoy keeping everything running smoothly, we’d love to meet you.

• Paid time off
• Training & development
• 401(k) matching
• Employee discounts

• Make a real difference by helping children develop life‑saving water safety skills and confidence through movement
• Enjoy opportunities for professional growth and advancement into leadership roles
• Work in a positive, mission‑driven environment where your contributions are valued
• Help create memorable experiences for hundreds of local families

As the first point of contact for our families, you'll play a key role in delivering outstanding customer service while ensuring our daily operations run seamlessly. Responsibilities will include:

• Managing daily front desk operations and maintaining an organized, efficient office
• Responding promptly to phone calls, text messages, emails, and customer inquiries within 24 hours
• Assisting families with class registration, scheduling, make‑up lessons, and enrollment
• Monitoring attendance and phone activity
• Ensuring scheduling changes and customer records are accurate
• Monitoring outstanding accounts and following up with families as appropriate

The ideal candidate is organized, proactive, and passionate about providing exceptional customer service.

• 1–3 years of administrative, office coordination, front desk, or customer experience experience preferred
• Outstanding communication skills by phone, text, email, and in person
• Strong organizational, time‑management, and multitasking abilities
• Excellent attention to detail and accuracy
• Positive, energetic, and professional attitude
• Self‑motivated with the ability to work independently and solve problems proactively
• Comfortable learning new software and using multiple computer systems
• Experience with scheduling, enrollment, customer service, or office administration is a plus

Every interaction matters. As our Customer Experience Specialist, you'll help create an exceptional experience for families from their very first phone call through every visit. Your organization, professionalism, and friendly personality will help ensure our students and families feel welcomed, supported, and excited to be part of our community.