Customer Service/Front Desk Manager

$45,000 - $50,000/Yr

Swimlabs ABQ - Albuquerque, NM

Full-time - Mid Level

Albuquerque, NM

About the position

The Front Desk/Customer Service Manager at SwimLabs ABQ is responsible for overseeing the front desk operations and ensuring a high level of customer service. This role involves managing a team, providing training, and maintaining a positive customer experience in a fast-paced environment. The ideal candidate will be organized, detail-oriented, and possess strong leadership skills to motivate and develop the team effectively.

Responsibilities

• Initial point of contact to welcome clients and prospective clients as they enter the business; provide guidance as required and drive a positive customer experience.
• Manage client administrator staff: participate in the hiring process; provide training for new staff and ongoing development for the team; conduct performance reviews; develop the weekly work schedule for the team, being ultimately responsible that proper coverage is in place; conduct weekly status meetings with the team; monitor work processes for the team on a regular basis.
• Provide information to interested families: selling our services to prospective clients.
• Interact with clients regarding scheduling lessons, billing, and providing information on our services, etc.
• Analyze and resolve quality and customer service problems.
• Monitor company website and company email account - following up in a timely manner: providing thorough and professionally written responses; contacting via the phone, etc.
• Execute all administrative processes and ensure that company policies and procedures are followed.

Requirements

• Two (2) years of management experience in customer service.
• Minimum of three (3) years of experience working on a Front Desk, interacting with clients in a fast-paced, high-service, professional environment with face-to-face interactions, phone interactions, email communications, scheduling appointments, and setting up contracts with monetary transactions.
• Extensive experience with computer scheduling software - iClass Pro would be a plus!
• Experience working with Microsoft Office Suite and Customer Relationship Management (CRM) technology.
• Must possess the strongest attention to detail: For both work processes, information and data input as well as for the cleanliness of our facility.
• Be a Team-driven leader: cares about staff and leads with the intent to build up the whole team.
• Exceptional guest relations and communication skills.
• Flexible schedule: will be required to work some evenings and one weekend day.
• College Degree is Required: Associates Degree at a Minimum.

Benefits

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off