Benefits:

• Employee discounts
• Flexible schedule
• Free uniforms

Overview
Pacific Flow Swim School Customer Experience Staff are the friendly faces and cheerful voices of our swim school. We are passionate about serving families and proactively finding solutions. We spend our shifts opening up the customer experience desk, doing a quick facility check, checking for and processing voicemail and email, managing the retail shop, conducting program registration (and all follow up duties related to it), then closing up the desk. Customer Experience Staff may work part time or full time and are eligible for other opportunities (instructor, leadership, lifeguard).
Pacific Flow Customer Experience Staff…

• Thrive being ON STAGE. We are and appear to be calm, collected, friendly, and above all…professional. We check our personal baggage at the door, and come to shift prepare to SERVE.
• LOVE children. We love watching them laugh, play, learn, pretend, and be silly. We empathize with parents bringing in a first-time student, parents who are apprehensive themselves, and parents who want the best experience for their child.
• Speak to children at eye-level with age relevant conversations.
• Embrace FEEDBACK. We are constantly learning, training, and just like our students, making progress. We seek feedback from our leaders, our students, each other, parents…then we work to incorporate that feedback into our lessons.
• Practice extreme patience.
• Work mornings, nights, and weekends—we work when our swimmers swim.
• Are able to complete safety training in order to be able to assist in an emergency.
• Are able to pass a background check and clear California’s child-care registry.

A Day in the Life…

• Prior to work we mentally and physically prepare. We stay well-rested, fueled, and ready to be on stage. We envision how we’re going to positively affect our families, receive feedback, solve problems, and resiliently bounce back when things don’t go as planned.
• At work we clock in, check our employee apps on our phones/tablets for assignments, employee training progress, announcements, and other updates.
• We do a quick walk-through of the facility to address any messes or other concerns that would affect the customer experience for the day.
• We set up the Customer Experience Desk to prepare for work: phones, headsets, computers, tablets, and general office supplies. We roll out the retail shop and ensure it’s prepared for sales.
• In between opening duties and lessons starting we support instructors who are preparing to teach: logging into tablets, confirming rosters, adding/deleting last-minute student changes, conveying any pertinent messages, and other general support for lesson preparation.
• Then we serve! We guide families through every stage of program service prior to and after lessons. This includes: their first inquiry by phone, email or in person; answering all their questions as they’re in the decision-making process; registration once they decide on our swim school; onboarding them as a new family by completing their account and delivering important information; sending reminders about class and program updates; welcoming and orienting them when they arrive for their lesson, and then general check-ins on their satisfaction throughout their lesson experience.
• End of shift we clean, document, and prepare for the next shift.
• After the shift we’ll do a 15 minute debrief, ask questions, deliver announcements, talk about the next staff meeting/training—then we’re done!

Pacific Flow Swim School Customer Experience Staff must be able to…

• Earn a Red Cross Lifeguard/CPR/AED/First Aid Certificate
• Communicate proficiently in English to a variety of ages of family-members in-person, via phone, and via email using both verbal and non-verbal communication skills.
• Use standard office equipment including phones, tablets, computers, printer/copier.
• Learn and utilize multiple apps including scheduling, family database, Microsoft Office, and others.

Member schools are independently owned and operated. Your application will go directly to the member school, and all hiring decisions will be made by the management of this school. All inquiries about employment at these schools should be made directly to the school location, and not to US Swim School Association.