Internal Premier Employees - CSR Lead
$40,560–$43,680 year
On-siteDiamond Bar, California, United States
Job Summary
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 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 and flag discrepancies before families arrive. Monitor check-in flow and lobby capacity during class transitions to prevent bottlenecks, while orienting viewing room guests on wait times and swimmer callouts. Coach Customer Service Representatives on phone handling, check-in accuracy, and de-escalation, and complete required shift reporting and end-of-security procedures. Available a minimum of 3 shifts per week in a warm, humid environment.
Required Qualifications
- Must be an internal Premier Swim Academy team member in good standing
- Minimum 3 months of experience as a Customer Service Representative or equivalent front desk role
- Demonstrated mastery of Jackrabbit Class
- Strong understanding of PSA program structure, level progression, and enrollment policies
- Ability to de-escalate an upset parent in person and by phone without routing the conversation to a manager by default
- Ability to make judgment calls within defined approval limits and to recognize what must be escalated
- Confident written communication
- Ability to lead by example and provide on-the-spot coaching to peers
- Ability to stand, walk, and remain at the desk for extended periods in a warm and humid environment
- Available a minimum of 3 shifts per week, scheduled against business need
- Availability to reliably cover scheduled shifts and occasional sub needs
- Must hold or obtain required certifications based on PSA standards
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