Member Experience Associate

Description

The Member Experience Associate serves as a welcoming and professional point of contact for families and prospective members at Dominique Dawes Academy. This role focuses on front desk operations and event operations by greeting visitors, responding to inquiries, processing payments, assisting with enrollment, maintaining accurate records, and providing support for parties and events as needed. The Member Experience Associate helps ensure every family interaction reflects the academy's welcoming and professional service standards.

Key Responsibilities

• Provide exceptional service to all visitors, students, and families by maintaining a welcoming and professional front desk presence.
• Responsible to drive the new client experience, implementing our new trial processes and achieving set goals for trial close rates.
• Manage and respond to family inquiries regarding class offerings, enrollment, policies, and scheduling with accuracy and care.
• Handle incoming calls, process tuition and fee payments, and resolve customer concerns with empathy and efficiency.
• Follow up with prospective and current families by phone or email to answer questions, support engagement, and address service needs.
• Facilitate communication between families, coaches, and management by relaying messages and assisting with questions.
• Lead facility tours for prospective families, provide information about programs and membership options, and support the enrollment process.
• Assist with enrollment processes and maintain accurate student and family records in the registration system.
• Provide first aid support within the scope of training and certification and promptly escalate injuries or emergencies in accordance with academy procedures.
• Monitor and maintain a clean, organized, and welcoming lobby and facility environment.
• Support front desk administrative functions such as scheduling, data entry, and reporting.
• Provide hands-on support for parties, events, and other member experience activities, including set-up, check-in, and assistance with family needs.
• Demonstrate a positive, solution-oriented attitude that aligns with the values of Dominique Dawes Academy.
• Perform other duties as assigned.

Core Competencies

• Exceptional verbal and written communication skills.
• Strong interpersonal skills with a welcoming and professional approach.
• Customer-focused mindset with a commitment to delivering positive family experiences.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and remain composed in a fast-paced environment.
• Sound problem-solving skills with the ability to recognize when concerns require escalation.
• Proficiency with office productivity tools, customer or enrollment management systems, and basic data systems.
• Dependable, adaptable, and collaborative.

Requirements

• High school diploma or equivalent required; additional education or training in business, hospitality, communications, recreation, or related field preferred.
• 1+ years of experience in customer service, administrative support, hospitality, retail, recreation or another customer-facing environment. Experience handling customer inquiries, payments, records, or other front desk responsibilities preferred.
• Experience in youth sports, recreation, education, or children’s enrichment environments preferred.
• CPR/AED and First Aid certification required, or ability to obtain within the required timeframe after hiring.

Work Schedule & Environment

• Part-time, weekend afternoon shifts, this role will primarily work with parties and events at this location.
• Must be available during high-traffic times (e.g., class transitions, events, and peak seasons).
• Indoor work environment with regular interactions with children, families, and staff.

Physical Requirements

• Ability to work for extended periods at a computer and alternate between sitting, standing, and walking throughout the workday.
• Regular use of computers, phones, and other office equipment.
• Ability to occasionally lift and move office supplies, event materials, and equipment weighing up to 25 lbs.
• Ability to communicate clearly and effectively by phone, email, and in person.

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.