Internal Position - CSR Lead

Maintain a visible, moving presence across the front desk, lobby, and viewing room to ensure families are oriented and the desk is never unattended. Serve as the first point of escalation for parent concerns, resolving issues in the moment or handing them off to the Admin Manager with a written summary. Approve routine account adjustments within defined limits and escalate anything outside those limits without committing to an outcome first. Review daily schedules, rosters, and enrollment changes in Jackrabbit at the start of shift, flagging discrepancies before families arrive. Monitor check-in flow and lobby capacity during class transitions, redirecting traffic to prevent bottlenecks. Orient viewing room guests on wait times and swimmer calls, handing them off to the Deck Lead at the threshold. Confirm trials, makeups, transfers, and schedule changes are entered correctly in Jackrabbit before families leave. Answer phone and email inquiries, resolve service questions directly, and route enrollment decisions to the Admin Manager. Verify that level changes and advancement communications reach families and are reflected accurately in the account. Track unresolved parent issues carried over from prior shifts and follow up until closed. Coach Customer Service Representatives on phone handling, check-in accuracy, account documentation, and de-escalation. Delegate and verify opening, closing, and lobby readiness tasks. Maintain lobby and viewing room standards, including cleanliness, current signage, and stocked materials. Communicate deck-relevant information to the Deck Lead, including late arrivals, instructor requests, and safety concerns. Complete required shift reporting and document all significant parent interactions in OneTeam360 in enough detail that a manager can act without follow-up questions. Complete end-of-shift desk close and front-of-house security procedures.