One Day at Ocaquatics: Customer Service Center Team Members

January 23, 2019

 

A great experience at Ocaquatics involves much more than time in the pool.

 

We pride ourselves on our fun, positive experience for families learning to swim. After all, swimming is an essential skill, and we want our kids to love being in and around the water. Top-notch instructors and an upbeat, playful vibe are what we’re all about.

 

But a great customer experience is more than just a good time in the pool – it’s about amazing customer service. That’s where our Customer Service Center team comes in!

 

The moment you contact Ocaquatics, our behind-the-scenes team is working to make your experience seamless and convenient.

 

Here’s a little bit more about how we are working to serve you out of the pool.

 

We start our days on dry land

 

Some aquatic centers will have staff pulling in the parking lot the same time you do to jump in the pool. Not with us.

 

Our Customer Service Center team members start each day bright and early with client communication. In a nutshell, that’s anything that helps our clients get in touch with us – calls, emails, voicemails, and online messages.

 

Starting our days with client communication means that we are on top of any questions, concerns, or needs you might have first thing. So, if you have any questions about enrollment, scheduling, or any aspect of the process, you’ll be able to get in touch right away. If you call and get our voicemail, leave us a message and we will get right back to you!

 

With a dedicated office team handling customer care, our aquatic team members are able to focus on instruction during lessons and pool time.

 

We focus on serving our families first

 

A daily huddle is essential to everyone on the Ocaquatics team. Once client communication has been handled in the morning, we get together to talk about how best to serve our families.

 

This is the time when we collaborate on anything happening in the school, any impactful customer feedback, and brainstorm ways to resolve any issues. We also include team-building exercises as a way for us to bond.

 

 

A great experience starts outside of the pool

 

Our dedicated team members are intent on providing a great experience both inside and outside the pool. Here’s what Customer Service Center team member Thaimy has to say:

 

“One of the things that I enjoy the most of my position is that I am able to help anyone in the office/families with any questions or concerns that they may have. The little things, like booking a makeup lesson and being able to find a schedule that works for the family, are very pleasing because you can tell by the tone in their voice that they are very thankful and happy with our service. Being able to help is what I enjoy the most about my position!”

 

Communication is key

 

We’ve found that the key to seamless customer experience is great communication. Our team works very hard to ensure that you are informed about anything going on at the school. This can include anything from returning phone call questions to scheduling classes and processing payments.

 

We also like to keep you up to date on any recent instructor changes, holiday closures, and special announcements. We’ve found that the best way to do this is to send out a monthly newsletter so that all of our families hear from us regularly.

 

If we notice you’ve missed a few lessons, we’ll check in. If you need to reschedule a class or talk about billing, we’re here for you. It’s all about having consistent, thorough communication with you to make your experience at Ocaquatics great.

 

Ocaquatics values our team and our families

 

Customer Service Manager Nelly said it best:

 

“I love making connections not only with the families and helping with their day, but I love making connections with my team. Being in CSC gives me the opportunity to call other locations, and we really work together! I get to work with some of the friendliest people I have ever met, and that is probably my favorite thing about my day!”

 

We’re here to serve you!

 

At Ocaquatics, our goal is to teach families to love swimming and become safer, more comfortable, and more responsible in the water. If you’re interested in learning more about how we can help your child, or if you’re interested in joining our team, call us today at 305-969-SWIM (7946), or by visiting us online.

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