Customer Experience Specialist
At Goldfish Swim School, we don’t just create confident swimmers — we build an unforgettable experience for every guest who walks through our doors. We’re looking for a Customer Experience Specialist who is energized by teamwork, motivated by improvement, and passionate about creating WOW! moments for families and staff alike.
About the Role
As a Customer Experience Specialist, you’ll lead our front-of-house operations. Your role will be critical in the booking of new members and retention of current members.
Conducting sales calls- Ensuring all Front Desk tasks are completed each shift, and collaborate with the Customer Experience Representative to complete tasks as needed.
- Managing those challenging situations and discussions that take additional care.
Primary Duties and Responsibilities:
Advanced Customer Issue Resolution
- Address billing inquiries, disputes, and outstanding payments.
- Manage member satisfaction issues: complaints, golden experience opportunities, complex requests.
- Provide personalized follow-up post-billing to ensure payment compliance and resolve issues.
Revenue Protection and Sales
- Drop members who have not paid by the 10th of the month in accordance with policy.
- Conduct outreach to retain members at risk of cancellation due to nonpayment.
- Proactively make welcome calls in cases requiring detailed onboarding or upsell opportunities.
- Support sales calls to enroll in lessons.
Escalation Management
- Receive and resolve escalated issues from the Customer Experience Representatives.
- Liaise with management on unresolved or policy-exception situations.
- Document issue resolution clearly for internal tracking and compliance.
Leadership and Training
- Assist in the training of new Customer Experience Representatives
- Facilitate pre- and post shift huddles for front desk
- Ensure a smooth transition between the AM and PM shift
Ready to Make a Splash?
Apply today and help us deliver the Golden Experience to every family — while growing in a company that’s all about purpose, positivity, and progress.
Tropical Vibes & Impacting Lives!
You feel it the moment you walk in. There’s more than vibrant colors, a tropical theme and happy children. There’s something different, something extraordinary. Something truly GOLDEN. It’s passion. Not just a passion for kids or a passion for swimming…it’s a special passion for changing – even saving – lives, by being a part of kids learning to swim.
When you work at Goldfish, you're not just an employee. You're a part of something bigger. You're making an impact; a splash in the lives of the children in your community. You're an integral part of a team, working together to move forward a mission. You’re also making waves in your future, learning life lessons in and out of the pool through mentorship, leadership and passion. At Goldfish, it’s more than a job - it’s an endless pool of possibilities, opportunities and life-changing moments!
Making Waves with Passion, Purpose & Core Values!
At Goldfish, our core values are at the heart of everything we do, and behind every decision that we make. To us, these values are more than just words - they're embraced with purpose in our everyday lives, and what allows us to make a splash in our community, and in the lives of our members and our team!
We go above and beyond with every detail to create a GOLDEN Experience!
We believe in nurturing a culture that provides WOW! Customer Service
We do the right things, make the right decisions and treat people with Integrity • Compassion • Trust
We meet and exceed expectations so you see Extraordinary Results
We make a big deal about life’s accomplishments by remembering to Celebrate!
Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.