Team Sheeper, Inc. is headquartered in Menlo Park, CA at Burgess. We have additional locations in Menlo Park and Palo Alto. We are community driven and we offer a variety of programs for both adults and children, including swim lessons, youth swim team, triathlete training, aqua fit programs, and summer and boot camps.We are looking for Customer Success Associates to join our Rinconada team in Palo Alto!

The Customer Success Associate is responsible for registration and in-depth program inquiries. The position entails greeting members and guests, answering and directing phone calls, and assisting with questions regarding our programs, program registration, and registration conflict resolution.

The Customer Success Associate works closely with the Head of Swim School/ Service Center, as well as upper management, and requires maintaining a solid level of knowledge of the programs throughout the company. 

GENERAL RESPONSIBILITIES:

• Respond to web, in-person, and phone inquiries.
• Assist with invoice processing, collections, and program registration.
• Assist clients and guests with membership registration and cancellations.
• Upsell services.
• Inform and update marketing on urgent or emergency website notifications, or modifications, for all programs.
• Be a proactive sales arm within the company, including both inside and outside sales, with the primary focus being on increasing membership and participation in programs.
• Assist and advise current employees on the services offered.
• Other duties as assigned.

REQUIREMENTS:

• Associate Degree or equivalent work experience.
• A minimum of 1-year of experience in customer-facing roles.
• Demonstrates tact, diplomacy, and great customer service.
• Excellent written and verbal communication skills.
• Must demonstrate critical thinking skills, and be detail-oriented, flexible, and decisive.   
• Must be able to coordinate several activities at once, and quickly analyze and resolve specific problems in a deadline driven environment.
• Must have a willingness to pitch in where needed.
• Experience in an aquatic or recreational facility, swim instructor, coaching or lifeguarding experience is desirable.

PERKS/BENEFITS:

• Competitive wages.
• Access to our great facilities and programs, and discounts on all items in our pro shop. 
• PTO for employees regularly working a minimum of 28 hours per week.
• Health, dental, and vision benefits for employees regularly working a minimum of 28 hours week.