Operations Coordinator

Job post summary

Pay: $15.00 per hour

Job description:

Summary:

Since 1981, British Swim School has been on a mission to help every person, regardless of age or ability, develop a safe and happy relationship with the water.

We launched in North Tampa in August 2023 and have since grown to three locations: Tampa Palms, Lutz, and Land O’ Lakes.

We're looking to hire a BSS- North Tampa Operations Co-ordinator. This role includes:

• Customer Communication – Engaging with customers via telephone, e-mail, and text messages to make announcements, address requests, and resolve issues. This

will require learning and effectively navigating our operating system platforms (Jackrabbit, RingCentral, Google Calendar). Communication is key.

Must answer all phone calls during working hours (missed calls are very costly in this business), respond to text messages within 1 business day, and respond to e-mails within 1 business day.

• Manage and update the BSS North Tampa Google Calendar.
• Manage Swim Instructors’ Monthly Schedule.
• Manage and update our Social Media- Facebook and Instagram. 3-4 posts/week.
• Class Schedule Management – As a swim school, our class schedule is our primary organizing mechanism. It is constantly evolving as students enroll, graduate through class levels, and cancel their enrollment, and ensuring that everyone is on the same page as changes are made is critical. You’ll be provided with daily sign-in sheets from the pools’ sites through the GroupMe app for you to process graduations, transfers, and new students.
• New Customer Enrollment – Addressing inbound inquiries from potential customers and enrolling them in the program via Jackrabbit. This isn’t a sales position, in that you won’t be doing any proactive outreach, but you must understand the program well enough to explain how it works to inquiring customers and get them signed up for the right classes.
• Background Requirements/Preferences-
• [Required] Customer Service Experience – Must have previous experience in a customer service-oriented function that required written and verbal communication. Must convey confidence and warmth through all communications
• [Required] Basic Understanding of How to Swim – You’ve got to be able to learn our program well enough to explain it, so you need to understand the basics of swimming at a minimum – don’t have to be a particularly good swimmer
• [Preferred] Parenting Experience – 95% of the people you speak with are going to be parents; experience managing the challenges of child-rearing will help you connect with customers and ultimately be more effective at all aspects of the job.
• [Required] High School Diploma or Equivalent Required – Need to know you’ve completed high school and are an adult. No education requirement beyond that, but post-secondary education is generally viewed favorably
• [Preferred] Sales Experience – Previous sales experience viewed favorably, but we don’t need a “hunter” personality. Everyone you speak to will have sought us out, and you just need to be able to clarify and confirm the positive perception they’ll have already formed before reaching out. More so, you need to know that you’re good on the phone, and sales experience helps
• [Preferred] Bilingual Spanish – Many of our current and prospective customers are Spanish-speaking, so the ability to speak Spanish is preferred, but not required.

Personal qualities we're looking for:

• Strong Judgment and Reasoning Skills– Role requires addressing customer issues and requests, some of which will be complicated or unreasonable given our standard operating procedures. Must have the reasoning skills to make decisions in the long-term best interest of the company without constant ongoing input from ownership, and succinctly
• Authenticity – You're mostly going to be talking to parents looking for a program for their kids (many of whom have water fears/trauma), and so it's super important to convey trustworthiness and warmth
• Efficiency – The role calls for communicating with a lot of people on an ongoing basis and managing a dynamic schedule, so it’s critical to be mentally

organized and efficient with your time

• Articulation – Must be effective at conveying a clear inner voice through your verbal and written communications
• Professionalism - Must consistently represent the company in a manner consistent with our brand values,

Hours: 5 hours/day, Monday through Thursday (preferably) 12:30 P.M.- 5:30 P.M., and Saturdays 8:30 A.M.- 1:30 P.M. (we can be somewhat flexible).

• Semi-remote position on a day-to-day basis, but will be required to visit the pool locations to manage the deck as necessary.
• Compensation: $15.00/hour ($375.00/week).
• Opportunity for growth in role and compensation with strong performance.

Semi-remote – Daily job can be done from anywhere with a reliable internet connection (but you must live in Tampa). You will be required to be physically present at the pool during initial training, to work on deck at least one day per week, and at professional development trainings.

Pay: $15.00 per hour

Language:

• English and Spanish (Required)

Shift availability:

• Day Shift (Required)

Work Location: Hybrid remote in Tampa, FL 33647

Salary : $15