CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

 

Required Qualifications:

  • Extremely outgoing, friendly, happy, and gracious
  • Innate willingness and contentment in serving others
  • Strong customer service skills and attitude
  • Ability to remain calm, personable, and professional while multitasking
  • Work well with others: staff, customers, and guests
  • Improve the efficiency of the front desk administrative operations
  • Be on time and ready to work with a good attitude
  • Possess excellent written and oral skills
  • Work closely with management to make sure all schedules are accurate and up to date, in addition to expressing concerns, questions, and ideas

Desired Qualifications:

  • Administrative and service related work experience
  • Superior administrative abilities and computer skills (Microsoft work, Jackrabbit, Excel)
  • High School Degree
  • Education and/or degree in office administration, business management, fitness and health, etc.

Job Summary:

The Front Desk Customer Service position is one of the most important positions in the company. S/he is responsible for providing superior customer service to our clientele. They must be positive and gracious toward our students, parents, guests, and potential customers. S/he is responsible for implementing our front desk policies and procedures to provide the best quality and customer service possible. S/he is responsible for working closely with the other office management to provide support/concern with the programs. The Customer Service person is responsible for handling inquiries about the facility and programs, selling our programs, and promoting our staff/lessons/memberships/facility. S/he is also responsible for complete and accurate customer information. S/he often represents the company and needs to be ready for anything at any time.

Specific Job Duties:

  • Be extremely outgoing, friendly, happy, and gracious
  • Log into computer under personal user name
  • Arrive on the job at least five minutes prior to assigned shift
  • Greet customers by name, say good bye (calling them by name) as they leave.  Learn every customers name on your shift
  • Promptly answer the phones when they ring with a smile on your face.  Check and return all voice mail and email every hour
  • Sell lessons, parties, family swims, water fitness, lap swimming, concessions and retail.  Accept payments and record sales and payments
  • Meet individual team sale goals set by management
  • Refill brochure stand and schedules as needed
  • Treat everyone entering the facility as you would a guest in your home.  Stand up to greet, smile, and step out of the desk area to give tours of the facility.
  • Consistently clean office, retail, and lobby, keeping trash, clutter and lost and found out of front desk area.
  • Perform miscellaneous tasks as assigned by the manager on duty
  • Personal phone calls, emails and texts should be taken care of on a break, no cell phones or food in the office area.
  • Find a substitute in the event you are unable to work.  “Time off request forms”  must be filled out and submitted to the manager at least 10 days prior to the expected missed shift.
  • Attend water meetings and training sessions scheduled by the Managers and/or owner.
  • Innate willingness and contentment in serving others
  • Remain calm, personable, and professional while multitasking

 Additional Duties:

  • Create relationships with current customers and staff. Strives to recruit customers and employees.  Demonstrate the highest level of service to our clients and every other person who comes in contact with our swim school.
  • Have the ability to work independently
  • Be reliable and punctual and a good example to other staff
  • Find a suitable sub when absent
  • Assists in keeping the location neat and organized according to the check of sheet
  • Cognizant of potential liability issues
  • Daily walk through of facility to monitor any possible areas in need of attention
  • Be prepared to handle emergencies calmly and properly
  • Assist in opening and closing duties

Skills:

  • Supervisory skills
  • Team building skills
  • Problem solving skills
  • Negotiation skills
  • Effective verbal and listing communication skills
  • Computer skills including the ability to operate spreadsheets, and word processing programs at a high proficient level
  • Effective written communications skills including the ability to prepare reports, proposals, policies and procedures
  • Effective public speaking skills
  • Stress management skills
  • Time management skills

Working Conditions:

Physical Demands:

The Front Desk Manager may have to work odd or long hours at a time to complete special requests or projects.  The Front Desk Employee may have to spend long hours sitting and using office equipment, computers and attending meetings.

Environmental Conditions:

The Team Office is a busy office in a busy facility.  The Front Desk Employee will have to serve a number of people and projects at one time, and will be interrupted frequently to meet the needs and requests of customers and the team.   The Front Desk employee may find the environment to be busy, noisy and will need excellent organizational and time and stress management skills to complete the required tasks.

Sensory Demands:

Sensory demands may include the use of the computer which may cause eyestrain and occasional headaches and the constant noise and acting of a busy office environment.

Mental Demands:

The Front Desk Employee will have to manage a number of requests and tasks at one time and must be prepared to deal with emergencies and stressful situations at any time.