Customer Service Superstar

Come and join the team at one of Dubbo's fastest growing after school activity providers! Winner of Dubbo's Favourite Business Award in 2023!

What do we do?

We are one of the largest after school activity providers in Dubbo and surrounds. We strive to provide an inclusive and enjoyable environment that allows our teachers to share their love of dance with our Fierce students. We pride ourselves on making dance an easy and stress free activity for parents, building confidence and creating memories that will last a lifetime for our students. We also run boutique adults fitness classes alongside our children’s dance classes.

About Fierce Performing Arts:

Led by owner and founder Brandi Grady, Fierce Performing Arts opened in 2023 and has quickly grown to be one of the largest after school activity providers in Dubbo with over 400 students coming through our doors each week. Over the past 12 months, Fierce has been recognised our Dubbo’s Favourite Business and the Most Outstanding Start-Up at the Dubbo Rhino Awards. Our amazing Fierce Team is an energetics and enthusiastic group of around 12 staff who are committed and passionate about making Fierce Performing Arts an amazing place for students to learn, parents to be involved in and for themselves to work at. We pride ourselves on our professional service in every aspect of our studio to ensure that every student and parents loves their time as part of the Fierce family. We highly value our amazing team at Fierce and we like to show them regularly and recognise the postive impact they have had on our business and helping it grow. Fierce wouldn’t be the amazing place it is without them.

The Role:

As a central part of the Admin Team, you will be the first point of contact for hundreds of clients on a weekly basis, responding speedily to all customer needs. As one of our most visible representatives, you’re our brands ambassador!

Your 5-star Customer Service will help us to foster happy and loyal customer relationships for years to come. You will take pride in ensuring all students and parents who you connect with via phone, email or in person are getting the same amazing experience and feel part of the Fierce family.

We are looking for a bubbly, tech savvy, smart working and detail oriented star to join our team as our Administration and Customer Service Superstar.

You’ll already be excellent and passionate about delivering outstanding Customer Service as well as being excited to work on administrative tasks. You’ll have outstanding attention to detail and a strong drive to provide an out of this world customer experience each and every time. You will be able to connect with Adults and Children alike. Being part of a small team means there is times when it’s all hands on deck, especially around concert and competition time. You’ll need to jump on in to get things done that don’t necessarily fall under your “job description”. A can-do, everything has a solution attitude is a must!

The hours:

Our studio has classes that run from 9am to 8pm Monday to Thursday and mornings on Friday and Saturdays throughout the school term. We often offer extra curricular activities or workshops also over the school holidays or at certain points throughout the term.

The role would be expected to work a mixture of mornings 8.45am to 12pm (including Saturdays) and in the evenings with shifts spanning the hours of 2pm to 8pm. The role would be for an approx total of 25-30 hours for the right candidate. Flexibility with start and finish times, or additional hours at peak times throughout the year would be essential. As well as some weekend work for our Mid Year and End of Year Concerts.

Our location:

Our studios are located in North Dubbo’s industrial area: Unit 9-10/Corner of Bourke & River St Dubbo. We have 3 state of the art purpose build studios with dance flooring, barres, mirrors, air conditioning and specialist aerial rigging, as well as beautiful parent and student viewing areas.

What you’ll be doing, the day to day:

Customer Service

• Being our front desk superstar- being amazing with young children and adults alike.
• Always greeting our customers with your happy and enthusiastic disposition.
• Assisting students to feel safe, supported and encouraging them to enjoy dance
• Assisting teachers as needs arise in classes
• Managing client accounts in our online dance studio management software
• Processing payments through our system
• Providing assistance with uniform selection and purchases
• Ensuring the presentation of the studios and waiting rooms are of a very high standard.

Administration

• Using your excellent Customer Service skills to build loyal customer relationships to handle enquires that come through our studio via phone, email or social media
• Processing all general account tasks such a processing of government vouchers, direct debit and account maintenance.
• Processing all student administration updates to mailing lists and our studio app
• Maintaining all attendance records for students and teachers to ensure they are up to date and followed up where necessary
• Maintaining stock levels for uniforms, consumables, admin and teaching supplies
• Working on our extra special studio add-ons for students to ensure they have the most amazing experience being part of our Fierce family.

The Extra Things:

• Being a social media paparazzi around the studio to capture all the moments to share with our Fierce Family.
• Being part of our team for Events to support our team and students to showcase and grow Fierce
• Always be willing to step up and jump in when required to suppose the team on any extra tasks when and where required.

Experience with the following software/apps a plus:

• Slack
• Band
• StudioLAB
• Enrollio
• Canva
• Square

All training will be provided.

The Ideal Candidate:

You need to be a self motivate and an excellect direction taker. You know how to prioritise the most important tasks with minimal guidance and how the think on your feet. At the same time, you pride yourself in your ability to take direction and deliver the desired result.

You need to have a good level of administration skills. You know how to use a computer, navigate your way around, have some experience with producing documents and/or spreadsheets, file management and most of all can pick things up easily. We use a lot of different technology and systems to make like easier that are basically all but cloud based so we aren’t your usual ‘admin’ environment.

You need to have excellent communication skills- you understand the nuances of email communication, and can handle even the most challenging situations with professionalism and warmth. You are also committed to keeping your supervisor ‘in the know’ about your progress.

You need to have excellent grammar and punctuation- you pride yourself on catching every typo! Have you found one yet in this advertisement?

You need to be deadline obsessed and detail orientated- you love doing tasks on time and checking them off your list. In fact, you are one of those people who don’t understand how some people can be so disorganised and tardy. Responding to emails with a sense of urgency and care is a source of pride.

You need to have personal responsibility- if you have a mistake, you take 100% responsibility and fast action to remedy the situation.

You need to have customer empathy- imagining yourself in the customer’s shoes, you need to repsond with empathy and have an ability to not take grumpy or tense comments personally. You see yourself as a bridge between company needs and customer needs. You know when it’s appropriate to be friendly and accommodating and when to be firm.

Having some knowledge of dance is preferable. Whether it’s from when you danced yourself when you were young, or as a parent of a student that has danced, a basic understanding of how a dance studio operates would be a plus.

What do you think? If you’ve just read this and it sounds like a great fit because you know you could completely own and deliver this role... We would love to learn more about you!

Please submit your resume and a cover letter outlining why you would be the perfect fit for this role!