Job Overview

We are seeking a dedicated and experienced Customer Service Manager. The ideal candidate will possess strong sales skills and a passion for delivering exceptional customer experiences. This role involves overseeing daily operations, ensuring high-quality service delivery, and fostering a positive work setting. The Customer Service Manager will also be responsible for analyzing performance metrics and implementing strategies to enhance customer satisfaction.

Responsibilities:

- Lead customer service activities, such as calls and emails with clients, this will include being hands on taking and making calls.
- Driving growth through a systematic approach to goal setting, marketing, conversion of enquiries and booking swimmers into our courses.
- To take part in booking calls with clients
- To coordinate and maintain the client administration systems, standards and operational procedures
- To take part in the delivery of aquatics services
- To take cover for swim classes
- To direct all day to day operational interaction with teachers
- To manage and enhance relationships with pools and to monitor and act on pool operational issues
- To actively seek out new pools and highlight areas where new pools are required
- To ensure all health and safety policies are clearly documented, actioned and reported on where necessary
- To manage, record and report on complaints & customer feedback received and to deal with escalations




- To be responsible for the performance and reporting on pool margins, utilization, customer retention, client numbers as part of the monthly business planning and review processes to meet the business KPI’s
- To direct, manage and take part in the delivery of our photography services
- To direct, manage and take part in the sale of products (we sell related swimming products, warming garments and toys)
- To liaise with Canada Master Franchise on franchise financial performance and bookkeeping matters
- Any other duties as may be deemed appropriate

We are looking for someone who:

- Has aquatics experience
- Has exceptional drive and work ethic
- Can work independently
- Wants to be part of building something
- Likes to take responsibility for solving problems as they arise
- Enjoys meeting customers’ needs and shows them positive emotions
- Is highly resilient
- Is hands on in their approach
- Understands the feelings of others
- Builds rapport quickly with other be it face to face, by phone or written comms
- Able to communicate clearly both verbally and textually
- Can multi-task
- Is comfortable creating structure and process
- Completes tasks to high standards
- Wants to be the best in all that they do

Job Types: Full-time, Permanent Pay: $55,000.00-$57,000.00 per year

Experience

- Customer service: 1 year (preferred)
- Swimming: 1 year (preferred)
- working with children: 1 year (preferred)

Work Location: In person

📌 Customer Service Manager (aquatics) (Toronto)
🏢 Water Babies North York
📍 Toronto