Uphold and champion the Company’s Brand Guidelines and Customer Service Blueprint as the first point of contact for clients and leads. Manage phone lines on assigned duty days, handling inbound calls and messages from clients and leads. Provide professional, prompt, and friendly support to customers and staff via phone and text for matters such as: ○ Attendance and scheduling ○ Billing and payments ○ Technical assistance ○ Curriculum-related enquiries ○ Make-up classes and class transfers ○ General enquiries Guide leads through the appropriate sales funnel processes using digital forms and sign-up systems. Resolve the majority of client support tickets independently, escalating high-level issues to the supervisor when necessary. Use cloud-based Customer Relationship Management (CRM) and Learning Management Systems (LMS) to manage internal and external support requests from customers and staff. Prepare, compile, and maintain accurate digital documentation for all classes and students. Perform administrative and data entry tasks with accuracy to ensure systems remain updated and reliable.