Live Chat Specialist

As a Live Chat Specialist, you are one of the first points of contact for Waterworks Aquatics families through chat, email, and other digital communication channels. You’ll support families with scheduling, account updates, program information, and customer concerns while delivering a professional and positive experience.

This role is ideal for someone who enjoys helping others, multitasking in a fast-paced environment, adapting quickly to changing information, and working toward team performance goals.

Waterworks Aquatics is a premier swim school teaching children (ages 3 months and up) and adults how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Every interaction you handle helps families feel supported, informed, and confident in their experience with us.

• Respond to live chats, emails, tickets, and other customer inquiries while managing multiple conversations simultaneously.
• Assist families with scheduling, account updates, program recommendations, and general support questions.
• Build positive relationships with families that support customer loyalty, retention, and satisfaction.
• Provide support for customer concerns, cancellations, and schedule changes while offering appropriate solutions or escalation when needed.
• Follow live chat procedures, scripts, protocols, and company guidelines.
• Maintain performance expectations related to response times, accuracy, customer satisfaction, and departmental KPIs.
• Adapt quickly to changing programs, policies, and procedures while applying ongoing coaching and feedback.
• Provide limited phone support during peak business periods or coverage needs.
• Document customer interactions accurately within company systems.

• Passion – You enjoy helping people and creating positive customer experiences.
• Self-Responsibility – You take ownership of your work, follow through, and manage details accurately.
• Adaptability – You adjust quickly to changing information, priorities, and customer needs in a fast-paced environment.
• Approachability – You communicate clearly, professionally, and positively across chat, email, and phone interactions.
• Integrity – You handle customer interactions and sensitive information with honesty, professionalism, and care.
• Ability to multitask and manage multiple conversations while maintaining professionalism, accuracy, and response time expectations.
• Strong attention to detail and organizational skills.
• Receptive to coaching, feedback, and ongoing training.
• Ability to type at least 55 WPM.

• Full-time position.
• Budgeted hours: 40 hours per week.
• Schedule may include evenings, weekends, and holidays based on business needs.
• Availability for at least one weekend day is required.

• Pay Range: $19.00 – $22.00 per hour.
• Paid training and structured onboarding.
• Ongoing coaching, feedback, and role play development.
• Opportunities for growth within the company.