Customer Service Representative - Full Time

Swimmer Care Team - Office Administrator & Customer Service Representative

A Bit About Us

Core Values: Safety, Integrity, Fun, Community, and Growth

Splash N’ Learn is a women founded swim school created by passionate leaders who have individually built trusted and thriving swim programs. Together, they’ve launched a new and collaborative venture built on partnership, purpose, and the belief that we are stronger together.

Our mission is simple: Be a place where kids can splash, learn, and grow in a safe, nurturing, and empowering environment.

The Opportunity

As a member of the Swimmer Care Team, the Office Administrator & Customer Service Representative plays a vital role in maintaining efficient administrative operations and delivering exceptional service to our swim school families. This is a highly collaborative, customer-facing, and detail-oriented role responsible for handling a wide range of administrative and client service tasks that directly contribute to the success of our swim program.

This is a part-time role and predominantly a remote position, though occasional in-person participation may be required for meetings, training, or special events. This position reports to Cassidy Caster and Splash N’ Learn owners

Responsibilities

• Customer Service and Swimmer Support
• Create a warm, professional, and welcoming experience for all clients through clear and friendly communication.
• Promptly address customer inquiries, concerns, and complaints via email, phone, and messaging platforms.
• Guide new clients through account creation, online forms, and swim school policies.
• Assist with rolling registration processes and ongoing session enrollment.
• Provide customized support based on the unique needs of swimmers and families.
• Ensure accurate check-in and attendance tracking for swimmers.
• Actively contribute to a positive, solutions-oriented team environment.
• Celebrate swimmer milestones and birthdays by communicating recognitions to supervisors and team leads.
• Administrative Operations
• Manage and update daily class bookings, makeup scheduling, and instructor assignments.
• Maintain accurate and organized client records and system notes.
• Process payments, follow up on outstanding balances, and establish approved payment plans.
• Monitor and manage class requests, waitlists, and instructor preferences.
• Track attendance and proactively follow up on no-call/no-show patterns.
• Assess class fill rates and collaborate on schedule adjustments when necessary.
• Coordinate with aquatic supervisors and management to relay important client insights and updates.
• Support administrative reporting and performance tracking using key performance indicators (KPIs).
• Assist in developing and maintaining internal resources and training materials.
• Continuously look for ways to optimize systems, communication, and operational efficiency.

Qualifications

• Strong verbal and written communication skills
• Exceptional customer service mindset and positive attitude
• Organized, self-motivated, and capable of managing multiple priorities independently
• Excellent attention to detail and accuracy
• Problem-solving ability and sound judgment in high-pressure situations
• Proficient in computer systems and digital communication tools
• Comfortable working in a remote environment with proactive communication

Work Environment and Expectations

• Remote role with flexible hours; must be available during designated service hours & registration
• Occasional in-person meetings or training will be required (can meet in GTA)
• Must maintain confidentiality, professionalism, and team collaboration at all times