Remote Customer Service Representative / CARE Team

CARE Team Representative

About the role

As a CARE Team Representative, you’ll be one of the first people families connect with as they begin their swimmer’s journey. You’ll learn what each family needs, recommend swim lessons, guide them through registration, and support them as their swimmer progresses. You’ll communicate with prospective and current families by phone, text, and email, using company systems and AI-supported tools to manage inquiries and follow up promptly.

This remote customer service and enrollment role is a great fit for someone who enjoys helping people, building relationships, and finding solutions. No aquatics experience is required, bring strong communication skills, a friendly approach, and the ability to manage multiple priorities in a fast-paced environment. You’ll also need a quiet, professional home workspace and sound judgment to support families and work independently.

What you’ll do

Customer communication and support

• Respond to customer and prospect inquiries by phone, text, and email, choosing the most effective method based on the customer’s needs and the complexity of the request.
• Answer incoming calls, return voicemails promptly, and work toward resolving customer needs during the first interaction.
• Contact prospective customers who have created an online account but have not enrolled.
• Follow up with families who have requested information.
• Contact families before scheduled trials and follow up afterward to answer questions and encourage enrollment.
• Check in with families on a student’s first day to review expectations and answer questions.
• Use AI-supported tools appropriately, review generated information for accuracy, and take over when a customer needs a personal or more involved response.

Enrollment and account management

• Ask questions to understand each family’s needs, recommend suitable lesson options, and guide them through registration.
• Schedule and confirm class transfers, schedule changes, make-up classes, trials, and other eligible bookings.
• Contact families on waitlists when class openings become available.
• Contact customers about billing questions, payment updates, and account issues.
• Reach out to former families, share current lesson options, and encourage re-enrollment.
• Help customers with account questions, payments, promotions, approved credits, and approved refunds.
• Keep customer, payment, and class records accurate and secure.
• Prioritize daily tasks, track outstanding requests, and follow through until each request is resolved or appropriately handed off.

Customer retention and engagement

• Conduct customer check-ins, including survey requests when assigned.
• Reach out to families when a student advances to a new level or has attendance concerns.
• Share relevant promotions or special opportunities with targeted customers.
• Help families resolve concerns and understand the policies and options available to them.

Coordination and continuous improvement

• Work with onsite teams when class changes, customer accommodations, or other facility support are needed.
• Coordinate with location managers and other team members on requests that need review or approval.
• Follow company policies and procedures, and explain them clearly and respectfully to customers.
• Share recurring customer concerns and process issues with management to help improve the customer experience.

What you’ll bring

• Strong written and verbal communication skills.
• Friendly, patient, and professional approach.
• Comfort switching among phone calls, texts, emails, and computer systems.
• Good judgment about when to resolve a request, use an AI-supported response, or ask a manager for help.
• Attention to detail when scheduling classes, updating accounts, handling customer information, and following up with customers.
• Confidence in learning software and following established procedures.
• Comfort asking questions to understand customer needs and recommending appropriate lesson options.
• Dependability, organization, and the ability to work independently from home.

Customer service experience is preferred. Experience in retail, sales, childcare, or a recreation facility is a plus.

Schedule and work environment

This is a work-from-home position. Representatives must have a quiet, professional workspace and reliable internet access, and be available for assigned shifts.

Benefits

• Flexible scheduling, based …