Customer Experience Manager Position Available In DeKalb, Georgia
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Job Description
Key ResponsibilitiesCustomer Experience & SupportLead the customer experience function to ensure timely, empathetic, and solution-focused interactions across all communication channels (phone, email, and in-person).Respond to and resolve customer complaints with professionalism and care, using strong judgment and problem-solving to address issues efficiently.
Conduct routine visits to pool locations to assess and enhance the on-site customer experience.
Promote a service culture rooted in kindness, clarity, and accountability.
Team Supervision, Training & SchedulingSupervise a team of Customer Experience Agents, providing daily guidance, support, and performance feedback.
Design and implement training programs to onboard new team members and continuously improve service delivery skills across the team.
Manage team schedules and shift coverage, ensuring adequate staffing to meet operational needs.
Track and report on attendance and assist in coordinating seasonal staffing transitions.
Office & Inventory ManagementMonitor and manage inventory of uniforms, registration materials, and poolside equipment; ensure timely restocking and supply chain coordination.
Manage vendor relationships for office needs and coordinate purchasing for customer-facing materials.
Maintain a clean, organized, and functional administrative workspace to support efficient operations.
Operational SupportCollaborate with leadership to identify and implement system improvements, including updates to CRM tools and scheduling platforms.
Provide weekly reporting on customer feedback, complaint resolution, inventory status, and staff performance.
Support organization-wide initiatives such as special events, seasonal promotions, and community engagement efforts.
QualificationsMinimum 3 years of experience in customer service or operations, with at least 1 year in a supervisory or team leadership role.
Demonstrated excellence in problem-solving and conflict resolution; ability to remain calm and decisive in high-pressure situations.
Experience developing and delivering staff training programs.
Strong interpersonal and communication skills, with the ability to engage with diverse teams and customers.
Proficient in Google Workspace, Microsoft Office, and CRM/help desk systems.
Highly organized, adaptable, and detail-oriented.
Alignment with SwemSchools mission to eliminate drowning disparities and provide equitable access to swimming education.
Work Environment & ScheduleThis is a full-time salaried position based in Metro Atlanta.
Evening and weekend availability is required.
Local travel between pool locations is expected; mileage reimbursement may be provided.
How to ApplyInterested candidates should submit a resume and cover letter to nbrinson@swemschool.com.
SwemKids International, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. recblid lrfimwivn8thifcmnhdtk9cgxyop4y
