Call Center Sales and Customer Care Specialist
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Job Description
Call Center Agent at British Swim School, engaging in meaningful conversations about water safety. Support families through enrollment while providing exceptional customer service and guidance.
Responsibilities:
- Engage in meaningful, human conversations with parents to explain the vital importance of our mission.
- Use warm leads to help families find the right program and enroll their children.
- Provide top-tier service by solving problems, answering questions, and being a steady hand for the community.
- Guide families through enrollment with confidence and enthusiasm.
- Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
- Support retention efforts by understanding concerns and offering thoughtful solutions.
- Process cancellations, online enrollments, account updates, and billing changes.
- Manage and maintain our in-house ticketing system.
- Document interactions thoroughly to ensure smooth team communication.
Requirements:
- Call center, sales, admin, or high-touch customer service experience preferred.
- Strong computer literacy (Google Suite, CRMs, spreadsheets).
- Ability to follow SOPs and maintain accuracy across systems.
- Reliable high-speed internet, computer with webcam, and headset.
- Ability to work evenings and weekends (we operate 7 days/week).
- Bilingual English/Spanish required.
Benefits:
- Health insurance
- Paid time off
- Monthly Commission + performance bonuses (up to 25% extra over base pay upon goal achievements)
- Flexible scheduling
- Gym reimbursement (up to $25/month)
- 401(k) plan
- Medical insurance options
- Growth opportunities within a fast-growing franchise
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