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Goldfish Swim School Logo Goldfish Swim School · Customer Service

Customer Experience Specialist

United States, Tacoma Employment contract 21.00 - 24.00 USD / Hour · Job Posted May 30, 2026
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Job Description

At Goldfish Swim School, we don’t just create confident swimmers — we build an unforgettable experience for every guest who walks through our doors. We’re looking for a Customer Experience Specialist who is energized by teamwork, motivated by improvement, and passionate about creating WOW! moments for families and staff alike. As a Customer Experience Specialist, you’ll lead our front-of-house operations. Your role will be critical in the booking of new members and retention of current members.

Job Responsibility

  • Conducting sales calls
  • Ensuring all Front Desk tasks are completed each shift, and collaborate with the Customer Experience Representative to complete tasks as needed
  • Managing those challenging situations and discussions that take additional care
  • Advanced Customer Issue Resolution
  • Address billing inquiries, disputes, and outstanding payments
  • Manage member satisfaction issues: complaints, golden experience opportunities, complex requests
  • Provide personalized follow-up post-billing to ensure payment compliance and resolve issues
  • Revenue Protection and Sales
  • Drop members who have not paid by the 10th of the month in accordance with policy
  • Conduct outreach to retain members at risk of cancellation due to nonpayment
  • Proactively make welcome calls in cases requiring detailed onboarding or upsell opportunities
  • Support sales calls to enroll in lessons
  • Escalation Management
  • Receive and resolve escalated issues from the Customer Experience Representatives
  • Liaise with management on unresolved or policy-exception situations
  • Document issue resolution clearly for internal tracking and compliance
  • Leadership and Training
  • Assist in the training of new Customer Experience Representatives
  • Facilitate pre- and post shift huddles for front desk
  • Ensure a smooth transition between the AM and PM shift

Requirements

  • Can you commit to a 40 hour work week, with rotating shifts Monday thru Sunday?
  • This position requires outbound calling including cold calls to potential customers.
  • How many years of administrative experience do you have?
  • How many years of Customer Service experience do you have?
  • Are you at least 18 years old?
  • Highest level of education

What we offer

  • Competitive salary
  • Employee discounts
  • Health insurance
  • Opportunity for advancement
  • Vision insurance
  • Paid Training
  • Flexible Schedules
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