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
