Customer Experience Manager

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Competitive salary

Dental insurance

Employee discounts

Free uniforms

Health insurance

Training & development

Vision insurance

Were hiring for a full-time Customer Experience Manager!

A Little About Us

Waterworks Aquatics is a premier swim school with 39 locations across California and Denver. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming techniques.

Summary of Position :

As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. Youll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center.

Primary Responsibilities :

• Directly oversee a staff of 7 or less
• Ensure yourself and the staff are providing a warm and engaging environment for all families
• Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads.
• Ensures teams have clear responsibilities, specific duties, and projects assigned daily.
• Oversees proper execution of growth and retention tactics by team members.
• Ensures office flow / operations are in line with Waterworks standards at all times
• Keeps team members on task with the primary objective of helping families in person and on the phone.
• Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible.
• Helps boost morale around the workplace and acts as a positive role model for others.
• Ensures team members complete continual training assignments on time and with a 100% pass rate.
• Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee.
• Ensures weekly company meeting messages / objectives are effectively communicated to the team and are being executed each week.

General Qualifications :

• Minimum of a high school diploma
• 3-5 years experience in direct team management (required)
• 3-5 years experience in customer service (required)
• Certified in CPR (Adult, Child, Infant), AED, and First Aid
• Must be able to work full time hours and one weekend day
• Must be goal driven and showcase ability to meet deadlines
• Must be a creative problem-solver and solutions oriented
• Must demonstrate impeccable follow through
• Must be able to communicate effectively with team members and families
• Must maintain a calm demeanor during periods of high volume or unusual events to keep the facility operating efficiently while still setting a positive example
• Must demonstrate a professional and confident demeanor with team members and families
• Must be able to lead by example and create a positive and fun working environment

Join Our Team! Heres Why :

• We offer competitive compensation and offer a bonus program because we like to reward hard work.
• Stable hours. Get the hours you need. Best of all, get those hours while working in a fun and positive workplace.
• Additional benefits. We offer medical, dental, vision, disability, life insurance, and 401K. We provide company sponsored events, incentive programs, team building events, appreciation days, and more.