Pay: $19.00 – $22.00/hr | Location: Pasadena, CA 91107 | Weekend and evening availability required
This position IS NOT Remote. You must be able to work from our Pasadena, CA Aquatics Center.
Fast-Paced Environment • KPI-Driven Performance • Growth Opportunities
Be the trusted online connection that helps families stay engaged in their swim journey.
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.
- 401(k) with company match.
- Employer-subsidized Health, Dental & Vision insurance.
- Short-term and Long-term disability insurance and EAP program available.
- Paid training and regular performance reviews.
- Employee discounts and company events.
🌊 Ready to support families and build lasting relationships? Apply today and join our team!
Equal Opportunity Employer: Equal Opportunity Employer: Waterworks Aquatics provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or expression, or any other protected status under applicable law. All candidates must be legally authorized to work in the United States and will be required to provide proof of employment eligibility upon hire.
Skills Required
- Ability to type at least 55 WPM
- Ability to multitask across multiple customer conversations
- Strong attention to detail and organizational skills
- Clear, professional, and positive communication across chat, email, and phone
- Ability to work full-time, approximately 40 hours per week
- Availability for evenings, weekends, and holidays as needed
- Availability for at least one weekend day
- Ability to work on-site in Pasadena, California
- Receptiveness to coaching, feedback, and ongoing training
- Legal authorization to work in the United States
What We Do
Waterworks Aquatics is a premier swim school that teaches 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. Waterworks Aquatics is a learning organization with a highly qualified team who creates a customized experience in every realm of aquatic programming as we feel swimming is a life-long skill. With a supportive atmosphere and child-centered approach, our goal as a swim center is to encourage children to have fun in the water while improving their water skills. Our proven teaching methods and caring instructors will allow children to learn and grow within our program. By utilizing a specialized muscle memory technique, we are able to teach stroke technique at a very quick rate. The service we provide you and your child extends beyond swim lessons. Lasting relationships are built through a "triangle of communication" between every parent, child, and instructor. We carefully match our students to an instructor who can best understand their capabilities and help them reach their full potential. Each lesson is structured yet flexible to meet the needs of each individual, which allows our students to steadily progress and thrive in a safe, comfortable environment. Waterworks Aquatics offer swim schools throughout California and Colorado. Our locations include: ORANGE COUNTY Irvine Huntington Beach Yorba Linda Anaheim Hills La Habra SAN DIEGO COUNTY Carlsbad Poway 4S Ranch LOS ANGELES Culver City Downey Harbor City Long Beach Rosemead Santa Clarita Valencia Whittier SAN GABRIEL VALLEY Pasadena Alhambra Arcadia West Covina Diamond Bar Glendora La Verne ALAMEDA COUNTY Hayward SAN FRANCISCO San Francisco SILICON VALLEY San Jose Sunnyvale CONTRA COSTA COUNTY Antioch Concord RIVERSIDE COUNTY Riverside SAN BERNARDINO COUNTY Chino SAN FERNANDO VALLEY Northridge Woodland Hills VENTURA COUNTY Newbury Park DENVER/DOUGLAS COUNTY, CO Highlands Ranch
