Family Experience Specialist
Call Center — Customer Service & Enrollment — Mission Viejo and Rancho Mission Viejo, California Part-Time and Full-Time | $18.00/hour to start, $20.00/hour after one year
Evolution Swim Academy has taught Orange County to swim since 2005, when we began with one instructor and one lesson at a neighborhood pool in Ladera Ranch. We now operate two purpose-built facilities and serve more than 2,000 families each week. We are building the best-in-class hospitality team and if you qualify, we would be honored to meet you.
Our instruction is held to a defined standard. Instructors are trained to a curriculum, observed on the deck, and evaluated against it. We are applying the same discipline to the front of the house.
The Family Experience Specialist on our call center team is accountable for how families are received on the phone and by email. For most families, this is their first contact with Evolution, and it decides whether they ever walk through our door. If you have worked as a call center agent, customer service representative, scheduling coordinator, reservations agent, or inside sales associate, this is that role at Evolution. RESPONSIBILITIES
Answer incoming calls promptly and professionally, and resolve the request on the first contact wherever possible.
Return voicemail and respond to email the same day.
Convert inquiries and trials to enrollments: assess the family’s needs, recommend the appropriate program and class, and schedule the family’s first lesson.
Follow up with families who have inquired or visited but not yet enrolled.
Resolve enrollment, scheduling, make-up, and billing requests in our system, with professionalism and accuracy.
Confirm details with trial families in advance of their first visit and coordinate with the front of house team at each location.
Handle customer concerns directly, resolve what is within your authority, and escalate the rest without delay.
Keep accurate records of every conversation, commitment, and follow-up.
OUR STANDARD
Customer service responds to what a family asks for. Hospitality anticipates it. Families are greeted by name wherever possible and never put on hold without being asked.
Calls are answered promptly. Voicemail and email are returned the same day.
A family receives an answer, not a transfer, wherever the answer is ours to give.
A concern is owned by the person who hears about it first.
What is promised to a family is recorded and followed through.
A family who calls us is never passed between people to tell their story twice.
These standards are documented, trained, and reviewed. You will know what is expected of you and how you are measured. QUALIFICATIONS
Eighteen years of age or older.
Prior experience in a service environment with a defined standard: hotel, resort, restaurant, private club, spa, or retail. Front office, childcare, or teaching experience is also relevant.
Composure under volume, and in difficult conversations with parents.
An excellent telephone manner, and clear, correct written English for email.
Accuracy with records, schedules, and payments, and the ability to learn new software quickly.
Reliable attendance and punctuality.
Conversational Spanish is an advantage.
Swim industry experience is not required. We will train you on our programs, our systems, and our service standard. SCHEDULE
Part-time and full-time schedules are available. Indicate which shifts you are available for. Monday to Thursday, 8:30am – 5:00pm
Monday to Thursday, 10:30am – 7:00pm
Friday, 8:30am – 5:00pm
Saturday and Sunday, 8:00am – 1:00pm
Our front of house team is staffed separately and posted as its own role. Some team members are trained for both; tell us if that interests you. COMPENSATION AND ADVANCEMENT
$18.00 per hour to start.
An increase of $0.50 per hour every three months through the first year, reaching $20.00 per hour at twelve months. Increases continue thereafter.
Paid initial training and paid quarterly…