Front Desk Customer Service Representative

Goldfish Swim School – Marlborough, MA Reports to: General Manager / Sales & Service Manager FLSA Status: Non-Exempt

Make a Splash With Us! 🐠

Goldfish Swim School is looking for a friendly, energetic, and dependable Front Desk Customer Service Representative to join our team!

Our Front Desk team is the first impression families have when they walk through our doors. We're looking for someone who enjoys connecting with people, thrives in a fast-paced environment, and isn't afraid to pick up the phone, help a family find the right class, or turn a great conversation into a new enrollment.

If you're enthusiastic, have a can-do attitude, enjoy working around children, and want a job where no two shifts feel exactly the same, we'd love to meet you!

Paid training is provided — we'll give you the tools you need to succeed.

Schedule:

We're looking for candidates who can consistently work a combination of weekday and weekend shifts.

Weekdays: Shifts typically run in the afternoon into the evening

Weekends: Shifts are primarily in the morning

Flexibility to work a combination of weekday evenings and weekends is highly preferred

What You'll Do:

As a Front Desk Customer Service Representative, you'll help create an exceptional experience for both current and prospective Goldfish families. Responsibilities include:

Greet families and swimmers with a friendly, welcoming attitude

Answer phone calls, respond to questions, and assist families with their needs

Connect with prospective families and conduct sales follow-up calls

Help families select classes and complete registrations and enrollments

Provide excellent customer service while identifying opportunities to grow enrollment

Assist with scheduling and coordinating birthday and pool parties

Resolve customer questions and concerns professionally and positively

Process merchandise and vending purchases

Check students in and maintain accurate attendance records

Follow up on outstanding account balances when needed

Keep families informed about current programs, promotions, and events

Maintain a clean, organized, and welcoming front desk and facility environment

Support safety procedures and assist with first aid when necessary

Work collaboratively with instructors and management to keep daily operations running smoothly

What We're Looking For:

Our ideal candidate is

At least 18 years old

Friendly, outgoing, and comfortable starting conversations with families

Confident communicating both in person and over the phone

Dependable and able to maintain a consistent work schedule

Organized and comfortable multitasking in a busy environment

Customer-service focused with a positive, solutions-oriented mindset

Comfortable with sales and helping prospective families take the next step toward enrollment

Comfortable working around children and families

Willing to be cross-trained and learn other areas of the business, including swim instruction

Comfortable learning computer-based scheduling, registration, and customer management systems

Perks & Benefits:

Paid on-the-job training

Monthly paid staff training

Flexible scheduling

Competitive pay

Opportunities for growth and advancement

Valuable customer service and sales experience

Fun, team-oriented work environment

Increased social and professional opportunities

Future professional references and referrals

Lifeguard, CPR, First Aid & AED training opportunities

Education & Experience:

High school diploma or GED required

Some college preferred

Previous customer service, sales, hospitality, retail, or administrative experience strongly preferred

Comfortable using computers and learning systems such as Google Workspace, Excel, and scheduling/customer management software

Certifications:

Lifeguarding, CPR, First Aid, and AED certifications are preferred but not required to apply. Training and certification opportunities can be provided.

Ready to Dive In? If you're looking for more than just a typical front desk job and want to be part of a fun, energetic team that makes a difference for families every day, apply today to join Goldfish Swim School – Marlborough!

Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.