Customer Service Representative Lead - Bilingual Mandarin/English

Compensation

$23.00 - $25.00/hour

Part-time, hourly

Summary

Premier Swim Academy in Diamond Bar is seeking a bilingual (Mandarin/English) Customer Service Representative Lead to support the daily success of our front of house. Many of the families we serve communicate primarily in Mandarin, so this role requires the ability to communicate fluently in both Mandarin and English.

The CSR Lead keeps the front desk, lobby, and viewing room running smoothly, accurately, and consistently throughout each shift. This role makes sure 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 is the primary shift support for Customer Service Representatives and the liaison between families, the front desk team, and deck leadership.

Essential Duties

• Communicate with Mandarin-speaking families in person, by phone, and by email, and help other staff translate as needed.
• Keep a visible presence across the front desk and lobby so families are oriented and the desk is never unattended.
• Serve as the first point of escalation for parent concerns. Resolve them in the moment or hand off to management with a written summary, and follow up on open issues from prior shifts until closed.
• Approve routine account adjustments within defined limits, and escalate anything beyond them to management.
• Review schedules, rosters, and enrollment changes in our class management software at the start of each shift, and confirm all trial classes, makeup classes, transfers, and schedule changes are entered correctly.
• Manage check-in flow and lobby capacity during class transitions, and guide viewing room guests until handoff to pool deck staff.
• Answer phone and email inquiries, resolve service questions directly, and route enrollment decisions to management.
• Make sure swim level changes are communicated to families and reflected accurately in their accounts.
• Coach Customer Service Representatives in the moment on phone handling, check-in accuracy, documentation, and de-escalation.
• Delegate and verify opening, closing, and lobby readiness tasks, including cleanliness, signage, and stocked materials.
• Share deck-relevant information with pool deck leadership, such as late arrivals, instructor requests, and parent safety concerns.
• Document shift reports and significant parent interactions in our internal reporting system clearly enough for a manager to act without follow-up questions.
• Complete end-of-shift closing and security procedures.

Requirements

Minimum

• Fluency in Mandarin and English is required to communicate effectively with the Mandarin-speaking families we serve and with our team.
• Minimum of 3 months of experience as a Customer Service Representative or in an equivalent front desk role.
• Ability to independently handle enrollments, transfers, class drops, makeup classes, schedule changes, and account edits and notes, and to correct other staff members' entry errors.
• Ability to de-escalate upset parents in person and by phone, make judgment calls within approval limits, and recognize what must be escalated.
• Clear written communication and the ability to lead by example and coach peers in the moment.
• Available for at least 3 shifts on weekday evenings and Saturdays, which is based on business needs, and able to reliably cover scheduled shifts and occasional substitute shifts.
• Ability to obtain and maintain a StarGuard Elite Basic Life Support certification.

Physical Demands

The following physical demands are representative of those required to perform the essential duties of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

• Frequently stand, walk, stoop, and crouch, and remain at the desk for extended periods.
• Communicate clearly and maintain awareness of the surrounding environment.
• Regularly use hands for reaching and typing.
• Lift or assist children weighing up to 50 pounds, as needed.
• Respond and assist in the event of an emergency on deck.

Environmental Conditions

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.

Language Requirement

The Mandarin language requirement is based on the business needs of this position, which include communicating directly with the Mandarin-speaking families we serve. Applicants of every background who meet this requirement are welcome to apply. It does not reflect a preference for any national origin, ancestry, or other protected characteristic.

Benefits

What sets Premier apart?

Exciting Opportunities: Immerse yourself in a career that's not just about swim instructing – it's about creating memorable experiences by the water.

Professional Development: Elevate your skills with our exclusive leadership training and safety credentials, designed to boost your career and set you apart.

Build Your Resume: We're not just offering a job; we're offering a pathway to enhancing your resume and college applications. Make a splash with the right experience! 

Team Spirit: Join a community of like-minded individuals who share your passion for water safety and having a great time while doing it.

Our company is an at-will employer. This means that, regardless of any provision, either you or the company may terminate the employment relationship at any time, for any reason, with or without cause for notice.

Our company is committed to equal employment opportunities. We will not discriminate against employees or applicants for employment on any legally-recognized basis [“protected class”] including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law.