Customer Experience Manager
29 days ago
San Jose
Job DescriptionBenefits: • 401(k), • 401(k) matching, • Competitive salary, • Dental insurance, • Employee discounts, • Free uniforms, • Health insurance, • Training & development, • Vision insurance, • Company parties A Little About Us Waterworks Aquatics is a premier swim school with 38 locations across California and Denver. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming techniques. Summary of Position: As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. Youll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center. Primary Responsibilities: • Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads., • Ensures teams have clear responsibilities, specific duties, and projects assigned daily., • Oversees proper execution of growth and retention tactics by team members., • Ensures office flow/operations are in line with Waterworks standards at all times, • Keeps team members on task with the primary objective of helping families in person and on the phone., • Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible., • Helps boost morale around the workplace and acts as a positive role model for others., • Ensures team members complete continual training assignments on time and with a 100% pass rate., • Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee., • Minimum of a high school diploma, • 3-5 years experience in direct team management (required), • 3-5 years experience in customer service (required), • Certified in CPR (Adult, Child, Infant), AED, and First Aid, • Must be able to work full time hours and one weekend day, • Must be goal driven and showcase ability to meet deadlines, • Must be a creative problem-solver and solutions oriented, • Must demonstrate impeccable follow through, • Must be able to communicate effectively with team members and families, • Must maintain a calm demeanor during periods of high volume or unusual events to keep the facility operating efficiently while still setting a positive example, • Must demonstrate a professional and confident demeanor with team members and families, • We offer competitive compensation and offer a bonus program because we like to reward hard work., • Stable hours. Get the hours you need. Best of all, get those hours while working in a fun and positive workplace., • Additional benefits. We offer medical, dental, vision, disability, life insurance, and 401K. We provide company sponsored events, incentive programs, team building events, appreciation days, and more.