Call Center Sales, Customer Care Specialist
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Job Description
Call Center Agent at British Swim School engaging parents in critical water safety conversations. Utilize sales skills to guide families toward enrollment in swimming programs.
Responsibilities:
- Connecting, Not Just Calling: Engage in meaningful, human conversations with parents to explain the vital importance of our mission.
- Sales with Soul: Use warm leads to help families find the right program and enroll their children in the nation’s premier water safety and learn-to-swim franchise.
- Customer Advocacy: Provide top-tier service by solving problems, answering questions, and being a steady hand for our community.
- Sales & Customer Care: Guide families through enrollment with confidence and enthusiasm. Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
- Admin & Operational After-Sales Responsibilities: Process cancellations, online enrollments, account updates, and billing changes. Manage and maintain our in-house ticketing system. Follow SOPs accurately and consistently. Document interactions thoroughly to ensure smooth team communication. Catch errors before they become problems - strong attention to detail is essential. Balance accuracy with efficiency while managing multiple systems.
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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