Aqua-Tots Swim Schools Customer Service Manager Position (On-site)

Salary:  $40,000 Salary annually + up to $4,500 in Bonuses

Are you ready to dive into an exciting and vibrant workplace? Aqua-Tots Swim Schools in Horsham is on the lookout for a Customer Service Manager. We're in search of a dynamic individual with leadership qualities who finds joy in hospitality and assisting customers and is committed to creating an exceptional experience for every family.

About Us: We're part of a global franchise system with 140+ locations, but we're a family-run business at our core. Our vision is to be the premier Swim School and the Best Employer. Guided by our 7 core values, we provide outstanding service and a positive work culture. Joining us means being part of a family-owned, mission-driven company that values caring, respect, empowerment, high standards, and community impact.

What We Offer:

• Competitive Starting Salary: Kick off your journey with a cool $40,000 per year.
• Dedication Rewarded: Count on annual raises to recognize your hard work.
• Performance-Driven Bonuses: Grab an annual bonus of up to $1,500 and quarterly bonuses of up to $750! 
• Comprehensive Benefits: Dive into a full package featuring group medical, dental, and vision coverage.
• Financial Planning Support: Secure your future with a 401K plan and a generous company match.
• Time to Unwind: Enjoy a total of 15 days of paid time off annually, plus 7 paid holidays.
• Continuous Learning: Fuel your mind with educational assistance and personal enrichment programs.
• Leadership Journey: Elevate your skills with leadership training and development opportunities.
• Weekend Perks: Make Saturdays special with a complimentary lunch on us.
• Snack Attack: Fuel your day with complimentary snacks.
• Career Growth: Find your path with abundant growth opportunities.

Your Commitment:

• Availability: We need your full-time dedication, targeting 40-45 hours weekly.
• Workdays: Four weekdays (Monday-Friday) and Saturdays. Enjoy one weekday and Sundays off.
• Daily Hours: Target of 9 hours each workday. Weekdays: Open from 8:30 am to 8:00 pm. Saturdays: Open from 8:30 am to 5:30 pm.
• Closing Duty: Work until closing on two weekdays.

Key Leadership Skills Required:

• Exemplary Leadership: Embody the behaviors and competencies valued in our leaders, earning loyalty, trust, and respect.
• Accountability Champion: Demonstrate personal accountability and uphold high standards for your team.
• Expectation Setting Expertise: Set clear expectations, fostering a culture of clarity and transparency.
• Progressive Discipline Mastery: Apply progressive discipline judiciously, skillfully drafting and presenting documentation when necessary.
• Performance Recognition: Recognize and reward exceptional performance, contributing to a positive and motivated work environment.

Required Skills:

Bachelor's Degree preferred.

Minimum of 2-3 years of experience:

1) Overseeing daily operations in high-volume settings.

2) Supervising teams of at least 10.

3) Prioritizing exceptional customer experience, and

4) Training, developing, assessing, and holding staff accountable.

• Strong organizational skills with acute attention to detail.
• Exceptional time management abilities, consistently meeting deadlines.
• Demonstrated emotional maturity and unwavering integrity.

Key Responsibilities:

• Team Leadership: Lead, train, assess, and conduct check-ins with the customer experience team. Provide regular performance feedback and conduct reviews.
• Customer Relations Authority: Address customer inquiries and concerns related to accounts, billing, and scheduling. Hospitality experience a plus.
• Feedback Management: Initiate customer follow-ups regarding reviews and survey responses, ensuring their feedback is acknowledged and addressed.
• Operational Excellence: Conduct weekly reporting using POS software, becoming an expert to identify and rectify mistakes. Modify schedules to optimize efficiency.
• Inventory Oversight: Manage inventory processes efficiently, maintaining accuracy and organization.
• Schedule Management: Assist in managing employee schedule changes, ensuring smooth operations.
• Marketing Execution: Take an active role in executing marketing initiatives to enhance brand visibility and customer engagement.
• Seasonal Decor: Lead decoration efforts for the school during holidays.
• Cultural Curator: Develop and foster a positive, fun, and collaborative work culture, emphasizing commitment to customer loyalty.