Waterworks Aquatics Hiring for Live Chat Specialist at Pasadena, CA Full Time

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 live chat specialists that provide memorable experiences to our customers.

A Little About Us…

Waterworks Aquatics is a premier swim school with 43 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.

Job Description:
As a live chat specialist, you will be the first choice of contact for the majority of our families at Waterworks Aquatics. You are entrusted with providing a warm memorable experience to all of our customers.

Primary Responsibilities:

• Ability to create relationships with new and existing families that lead to loyalty and customer retention.
• Ability to effectively manage chat request, emails, and tickets in a timely manner.
• Identify and assess family’s needs to achieve satisfaction quickly and efficiently.
• Provide appropriate solutions and alternatives within an appropriate amount of time.
• Follow and implement live chat protocols and guidelines.
• 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.
• Provide effective rebuttals to customers who are looking to release their lesson schedule.
• Recommend additional services to customers by understanding their needs.
• Assist with projects as needed.
• Complete and pass all assigned continual training and role play assignments.

General Qualifications:

• Excellent written communication skills.
• Has a positive and upbeat personality.
• Must be able to type 55 WPM.
• Excellent interpersonal skills with the ability to manage sensitive information.
• Ability to multi-task, prioritize and manage time effectively.
• Open to coaching and training to increase customer acquisition performance.
• Must be able to showcase the ability to actively listen.
• Must have the ability to adapt and respond to different types of personalities over chat.
• Must always remain professional and courteous with customers.
• Ability to handle five chats at once.
• Must be open to work at least one weekend day and evenings.
• This is not a remote position.

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.

Join or Team! … Here’s Why:

• 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 benefit package that includes dental, vision, disability, 401K and sick pay.
• 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?