Customer Service Associate - Bellaire

Description

As the first point of contact, the CSA I provides friendly and efficient customer service, assisting with check‑ins, registrations, payments, and general inquiries. This role supports Wolfies Swim School by ensuring families feel welcomed, informed, and valued, while maintaining accuracy and professionalism in all interactions.

• Exercised: None.
• Received: Reports to the CSA II and Customer Care Manager.

• Greet and assist customers promptly with check‑ins, registrations, payments, and general inquiries, ensuring a welcoming and professional atmosphere.
• Maintain detailed and accurate records of customer interactions, daily tasks, and any notable issues in iClass
  
  Pro (ICP).
• Process enrollments, transfer, cancellations, and class scheduling efficiently, adhering to Wolfies Swim School policies and procedures.
• Regularly monitor voicemails and emails, prioritizing time‑sensitive communication and ensuring all inquiries are addressed promptly.
• Promote Wolfies Swim School’s offerings, including events, services, and products, to enhance customer experience and engagement.
• Follow safety and policy guidelines, ensuring families are informed of requirements such as swimwear, health standards, and attendance expectations.
• Maintain a clean and organized front desk environment, ensuring materials and supplies are well‑stocked.
• Provide inclusive and accessible service by accommodating diverse family needs and resolving concerns with empathy and professionalism.
• Collaborate with the CSA II and Customer Care Manager to address recurring customer challenges and suggest operational improvements.
• Prepare, review, and act on daily, weekly, and monthly reports, including:
  • Identifying and resolving discrepancies in billing and enrollment.
  • Monitoring attendance and following up with families on absences or automatic notifications.
  • Ensuring referral credits and resolving scheduling conflicts.
  • Verifying completion of attendance and addressing any system alerts for accuracy.

• Excellent interpersonal and communication skills with a friendly, customer‑focused demeanor.
• Basic proficiency in iClass
  
  Pro (ICP) or willingness to learn, including scheduling and profile management.
• Strong organizational skills and attention to detail.
• Problem‑solving skills and ability to handle customer inquiries effectively.
• Fluent in Spanish strongly preferred, but not required.

• Maintain a welcoming attitude and a strong focus on customer satisfaction.
• Demonstrate professionalism, ownership, and accountability in all tasks.
• Strive for accuracy and support a collaborative front desk environment.
• Participate in ongoing training and development to enhance customer service skills.