Customer Experience Specialist

We’re looking for a Customer Experience Specialist who is energized by teamwork, motivated by improvement, and passionate about creating WOW! moments for families and staff alike. At Goldfish Swim School, we don’t just create confident swimmers — we build an unforgettable experience for every guest who walks through our doors.

Benefits:

• Competitive salary
• Employee discounts
• Health insurance
• Opportunity for advancement
• Vision insurance

At Goldfish Swim School, we don’t just create confident swimmers — we build an unforgettable experience for every guest who walks through our doors. We’re looking for a Customer Experience Specialist who is energized by teamwork, motivated by improvement, and passionate about creating WOW! moments for families and staff alike.

About the Role
As a Customer Experience Specialist, you’ll lead our front-of-house operations. Your role will be critical in the booking of new members and retention of current members.

• 
  Conducting sales calls
• Ensuring all Front Desk tasks are completed each shift, and collaborate with the Customer Experience Representative to complete tasks as needed.  
• Managing those challenging situations and discussions that take additional care. 
  
  

Primary Duties and Responsibilities:

Advanced Customer Issue Resolution

• Address billing inquiries, disputes, and outstanding payments.
• Manage member satisfaction issues: complaints, golden experience opportunities, complex requests.
• Provide personalized follow-up post-billing to ensure payment compliance and resolve issues.

Revenue Protection and Sales

• Drop members who have not paid by the 10th of the month in accordance with policy.
• Conduct outreach to retain members at risk of cancellation due to nonpayment.
• Proactively make welcome calls in cases requiring detailed onboarding or upsell opportunities.
• Support sales calls to enroll in lessons.

Escalation Management

• Receive and resolve escalated issues from the Customer Experience Representatives.
• Liaise with management on unresolved or policy-exception situations.
• Document issue resolution clearly for internal tracking and compliance.

Leadership and Training

• Assist in the training of new Customer Experience Representatives 
• Facilitate pre- and post shift huddles for front desk
• Ensure a smooth transition between the AM and PM shift

Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.