Call Center Representative Waterworks Aquatics Pasadena

Call Center Representative

Full time • Waterworks Aquatics Pasadena
Make a difference today!  
Are you an empathetic person who has a passion for helping others? Are you an enthusiastic ‘people-person’? Are you a confident and adaptable person who can close the deal? You’re in luck! We are looking for exceptional call center representatives that can register new customers and provide memorable experiences to our customers over the phone.   
A Little About Us…
Waterworks Aquatics is a premier swim school with 22 locations across California and Colorado. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. 

Join Our Team! … Here’s Why:
  • Get paid well for doing something fun! Competitive compensation because we like to reward hard work. 
  • Advancement opportunities. We constantly are looking for strong individuals to join our leadership team! 
  • Flexible work schedules. We know you might have other time commitments like school or another job. We’ll make it work.
  • Additional benefits. We offer our part-time employees a benefits package that includes dental, vision, disability, 401K, and sick pay. 
  • We are considered apart of the education sector that will enable you to receive your COVID-19 vaccine!
  • We also offer team appreciation days and other really cool events throughout the year. And of course, free food throughout the year. Who doesn’t like that?
Job Description:
As a Call Center Representative, you will be the first point of contact for the majority of our families at Waterworks Aquatics. You are entrusted with providing a warm and memorable experience to all of our customers. You will also be responsible for closing the deal by registering new families over the phone. There will be NO cold calling required for this position. We interact with families who are already interested in our services.
Primary Responsibilities:
  • Ability to create relationships with new and existing families that leads to loyalty and customer retention
  • Convert leads into new customer registrations 
  • Answer all incoming calls from customers and take appropriate action for each call
  • Follow and implement call flow scripts and disclosures on all calls
  • Encourage customers to purchase swim lesson packages by using a prepared script to reference important parts of what the company offers
  • Work effectively in a team environment to support achievement of lesson registration goals
  • Maintain high customer satisfaction ratings based on explicit criteria set by the company
  • Handle customer concerns, provide appropriate solutions and alternatives, and follow up to ensure resolution
  • Recommend additional services to customers by understanding their needs
  • Assist with outgoing call projects by deadlines given
  • Actively participate in and pass various continual training and role play assignments 
  • Provide effective rebuttals to customers who are looking to release their lesson schedule
General Qualifications:
  • High School Diploma or Equivalent
  • Must have a minimum of two years of customer service experience or one year of call center experience
  • Prior telephone sales experience preferred
  • Proficient in word and excel
  • Proficient in typing; at least 40 WPM
  • Ability to “close the deal” and acquire new families
  • Ability to multi-task, prioritize and manage time effectively
  • Open to coaching and training to increase customer acquisition performance
  • Must have strong communication skills over the phone 
  • Must be able to showcase the ability to actively listen 
  • Must have the ability to adapt and respond to different types of personalities over the phone
  • Must always remain professional and courteous with customers
  • Ability to handle a high number of incoming calls
  • Must be open at least one weekend day and evenings
A Few Other Things We Look At:
  • People with a positive mindset who are fantastic team players
  • Someone who is confident, adaptable, ambitious, and an achiever
  • People who are committed and reliable
  • Individuals who are open to receiving feedback and are always willing to learn
  • Someone who is respectful, outgoing, and motivated
Important Safety Measures Taken:
  • Partitions in place to maintain social distancing 
  • Reusable company facemasks issued to be worn in the workplace
  • Touch-free temperature scans conducted on team members
  • EPA approved cleaning agent provided to clean shared surfaces on a regular basis
  • Professional deep cleaning performed on a nightly basis
  • Disinfectant and related supplies are available to all employees
Compensation: $17.00 - $22.00 per hour

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Your health comes first. We offer dental and vision plans to all our team members. Medical insurance is also available based on your time of service and work status. Life insurance, short-term and long-term disability insurance are options for you as well.
Work Life Balance
It’s about more than work. Providing you time for yourself is important to us. That’s why we offer paid time off so you can be the best version of you while at work. We also provide unpaid days off based on your time of service and the number of days you work per week.
Planning for the future is important. We offer a 401k matching program so that you’re able to invest in your future and be ready for life after work.
If you’re a student and are doing that balancing act between work and school, we’ve got you covered. We’re open over 70 hours per week, which gives you plenty of wiggle room to plan your work around your school schedule.
Personal Development
Our culture is only as strong as the people who make up the culture. We invest a tremendous amount of time and resources in developing you as a person and in your job. Ultimately, we keep a simple goal in mind. We want you to be the best version of yourself whether you’re at work or anywhere else.
Team Events
Why go to work everyday and not have some fun doing it? We offer team appreciation days, team sporting events (if you’re into the sport thing), and other really cool events that take place throughout the year. And of course, free food. Who doesn’t like that?