Internal Premier Employees - CSR Lead

Compensation

$19.50 - $21.00/hour

Part-time, hourly

Summary

The Customer Service Representative Lead supports the daily operational success of the front of house by maintaining flow, accuracy, and consistency across the front desk, lobby, and viewing room throughout each shift. This role ensures families receive accurate information and timely resolution, and serves as the first point of escalation for parent concerns before they reach the Admin Manager. The CSR Lead serves as the primary shift support for Customer Service Representatives and as the liaison between families, the front desk team, and deck leadership.

Essential Duties

• Maintain a visible, moving presence across the front desk, lobby, and viewing room to ensure families are oriented and the desk is never unattended.
• Serve as the first point of escalation for parent concerns. Resolve in the moment where possible, and hand off to the Admin Manager with a written summary when not.
• Approve routine account adjustments within defined limits and escalate anything outside those limits to the Admin Manager without committing to an outcome first.
• Review daily schedules, rosters, and enrollment changes in Jackrabbit at the start of shift and flag discrepancies before families arrive.
• Monitor check-in flow and lobby capacity during class transitions and redirect traffic to prevent bottlenecks a