Office Lead

2 weeks ago

Markham, Canada Leadership In Bloom Group Full time

Do you enjoy managing all things administration? Thrive in a dynamic environment where no two days are the same? Are you naturally client-oriented and passionate about providing customers an exceptional experience?

If you answered “yes” to all of these, read on - this may be the job for you

**Summary**

At Russell Aquatics, we are currently looking for our next great team member as **Office Lead**. This is a pivotal role at our swim school that involves managing diverse administrative tasks, interacting with clients, collaborating with fellow team members, and contributing to the overall success of our organization.

**Here's how your work will have impact...**

**Administrative Operations**:

- Implement and maintain administrative policies and procedures, ensuring compliance with company standards
- Monitor key performance indicators (KPIs) related to admin operations and to customer service, identifying trends and areas for improvement
- Evaluate analytics and implement strategies to streamline/enhance/optimize resource allocations, processes, and opportunities
- Manage administrative tasks and processes to ensure smooth daily operations, including scheduling, session bookings, record-keeping, data entry, reporting, payment and payment plans, and opportunities
- Maintain precise attendance records, proactively addressing consecutive no-call/no-show absences
- Manage session bookings and makeup classes ensuring accuracy in scheduling
- Process payments, address outstanding balances, and create approved payment plans
- Update and manage client information and notes in the computer system promptly
- Handle class requests, waitlists, and instructor requests, liaising with relevant parties
- Continuously monitor open classes and assess fill rates for each level as well as day of the week; make changes to the schedule as needed
- Coordinate across departments to ensure collaborative administrative and customer efforts
- Contribute to the development of training materials and resources to support consistent and high-quality service delivery across the team

**Customer Experience/Service**:

- Interact with clients in a friendly and upbeat manner, creating a positive impression
- Deliver exceptional customer service, promptly addressing inquiries, concerns, and requests
- Assist new clients in creating accounts, explaining policies, procedures, and online forms
- Ensure check-in processes are done and recorded
- Assist in the growth and scheduling of registration processes
- Contribute to customized customer service experiences as needed

**To this team, you bring...**
- Strong interpersonal skills for effective and professional communication
- Exceptional customer service skills and a positive demeanor
- Proficient organizational and time management skills
- An orientation to detail and accuracy
- Proven skills with prioritizing and handling multiple concurrent tasks
- Strong critical thinking and problem-solving capabilities
- Proficient technical/computer skills

**Salary**: $40,000.00-$50,000.00 per year

Schedule:

- Monday to Friday
- Weekends as needed

Ability to Commute:

- Markham, ON L6B 0P2 (required)

Work Location: Hybrid remote in Markham, ON L6B 0P2

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