British Swim School

Business Development Rep

• Answer inbound phone calls, emails, and online inquiries with a focus on converting interest into enrollments.
• Manage customer inquiries and support requests, ensuring every family feels valued.
• Proactively reach out to and build long-term partnerships with local schools, preschools, daycares, HOAs, and community groups.
• Identify and coordinate opportunities for water safety presentations, booths, and local events to increase brand awareness.
• Represent British Swim School at community events (occasional evenings/weekends as needed).

Community Outreach, Business Development Executive

Call Center Representative

• Engage in meaningful, human conversations with parents to explain the vital importance of our mission.
• Use warm leads to help families find the right program and enroll their children.
• Provide top-tier service by solving problems and answering questions.
• Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
• Process cancellations, online enrollments, account updates, and billing changes.
• Document interactions thoroughly to ensure smooth team communication.

Call Center Sales

Community Manager

• Answer new customer phone calls, answering inquiries about the program, and guiding through the enrollment process
• Reply to new customer messages across multiple channels (email, text, web chat, socials, etc.)
• Create branded graphics, photos, and short-form videos for use across social media platforms
• Design simple promotional materials (flyers, announcements, class highlights) using brand guidelines
• Assist in capturing photos/videos during select swim lessons or events (as needed and pre-scheduled)
• Draft and schedule weekly posts across Facebook, Instagram, and other relevant platforms
• Maintain a consistent content calendar to support promotions, curriculum themes, and seasonal messaging
• Monitor accounts for comments, messages, and community engagement, escalating customer inquiries to leadership when necessary
• Ensure all content follows British Swim School brand standards, tone, and messaging
• Support campaigns focused on water safety awareness, student achievements, and local community engagement
• Work with the Operations Director and Business Owner to align weekly content priorities
• Participate in brief check-ins (virtual or in-person) to review upcoming campaigns
• Maintain an organized folder of photos, videos, and designs
• Stay updated on social media trends relevant to family, education, and community-based businesses
• Create and maintain meaningful relationships with local schools, daycares, community organizations, and businesses
• Host and deliver engaging water safety presentations for schools, childcare centers, community groups, and partner organizations
• Visit local daycares, preschools, camps, and youth organizations to distribute flyers, introduce our programs, and build relationships
• Schedule and represent British Swim School at community events such as school festivals, church functions, vendor fairs, trunk-or-treats, open houses, and family resource events
• Follow up with rescue leads (abandoned online registrations, drop requests, and previous customers)
• Manage the referral program
• Manage review program and NPS scores
• Assist in caring for current customers as needed, with direction from the Communications Manager
• Perform additional duties as assigned by the Communications Manager, Operations Director, or Business Owner

Community Engagement Coordinator

Customer Support

• Engage in meaningful, human conversations with parents to explain the vital importance of our mission.
• Use warm leads to help families find the right program and enroll their children.
• Provide top-tier service by solving problems, answering questions, and being a steady hand for the community.
• Guide families through enrollment with confidence and enthusiasm.
• Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
• Support retention efforts by understanding concerns and offering thoughtful solutions.
• Process cancellations, online enrollments, account updates, and billing changes.
• Manage and maintain our in-house ticketing system.
• Document interactions thoroughly to ensure smooth team communication.

Call Center Sales and Customer Care Specialist

Account Executive

• Focus on customer experience, engagement, and managing all customer inquiries and concerns
• Deliver exceptional solution-oriented customer service
• Process enrollment requests as needed
• Answer questions while making experiences personable and memorable

Phone Enrollment Sales Representative

Administration

• Help specifically with billing exceptions
• Auditing duties
• Other various office administrator duties
• Periodic site/office visits

Office Administrator

• Guide families through enrollment with confidence and enthusiasm.
• Handle inbound calls, texts, emails, and tickets with empathy and professionalism.
• Ask thoughtful questions to understand family goals and recommend the right class level.
• Overcome objections and confidently guide families toward enrollment.
• Process cancellations, online enrollments, account updates, and billing adjustments.
• Follow SOPs accurately and consistently.
• Attend occasional local off-site events (must be able to drive).
• Represent brand with energy and professionalism.