Customer Service & Enrollment Manager

The Customer Service & Enrollment Manager at Bear Paddle is responsible for delivering exceptional customer service, managing leads, providing facility tours, coordinating trial lessons, and following up on digital enrollment leads. This role focuses on new family acquisition and retaining existing families, ensuring each family has a fantastic experience with our swim school.

To apply for the Customer Service & Enrollment Manager position at Bear Paddle, candidates should have a high school diploma or equivalent, with a Bachelor's Degree preferred. Additionally, a minimum of 2 years of customer service or sales experience is required, along with prior management experience. An outgoing, 'customer first' attitude is essential for success in this role.

The Customer Service & Enrollment Manager plays a crucial role in family retention at Bear Paddle by providing exceptional customer support, engaging with families, and addressing their needs. This includes fostering relationships, coordinating family events, and ensuring satisfaction, which all contribute to keeping families enrolled and happy.

A typical day for the Customer Service & Enrollment Manager at Bear Paddle is dynamic, involving tasks such as conducting tours for prospective families, managing enrollment processes, interacting with existing families, and collaborating with the Swim School Manager. The role is all about driving customer satisfaction and fostering a thriving swim community.

Bear Paddle offers a range of benefits for the Customer Service & Enrollment Manager, including medical and dental coverage, competitive compensation of $22-24/hour, potential bonuses, and the opportunity to work in a fun and rewarding environment focused on children's learning and development.

When faced with a difficult customer, it's important to listen actively and empathize with their concerns. I would calmly address their issues, offer solutions, and ensure they're satisfied with the outcome. My goal would always be to turn their experience around positively.

In my previous role, I launched a family engagement initiative that included seasonal events and regular feedback sessions. By fostering strong relationships and ensuring families felt valued, we saw a notable increase in retention, which I would replicate at Bear Paddle.

To engage new families, I would focus on personalized communication, such as welcome emails and follow-up calls. Additionally, hosting introductory events and providing trial lessons would be effective strategies to make them feel comfortable and informed about our offerings.

I prioritize tasks by assessing urgency and impact. I would focus on customer interactions and enrollment processes first, as they directly affect family acquisition. I also ensure regular team check-ins to keep everyone aligned and motivated.

Teamwork is vital for success in this role. Collaborating with my team and the Swim School Manager allows us to pool resources, share insights, and create a cohesive environment that's ultimately beneficial for families and employees.

I use a combination of hands-on training, shadowing experienced staff, and role-playing scenarios to develop my team. Regular feedback and opportunities for growth are vital to encourage their progress and create a supportive work environment.

To manage scheduling conflicts for existing families, I would communicate proactively, offering alternative options that suit their needs. Ensuring flexibility is key, and maintaining a positive relationship even during changes helps keep families swimming with us.

My customer service approach stands out due to my focus on building authentic relationships. I believe in a 'Customer First' attitude, which means I prioritize understanding their needs, providing immediate solutions, and ensuring they feel valued.

I stay motivated by setting clear goals for both myself and my team. Celebrating small wins and maintaining a positive attitude helps me stay energized and focused, which is essential in a busy environment like Bear Paddle.

I want to work at Bear Paddle because I am passionate about children’s education and development. The opportunity to play a part in teaching kids to swim while fostering family connections is incredibly rewarding to me.