Member Services Associate

Job Description

Job Description

Benefits:

• Employee discounts
• Opportunity for advancement
• Training & development
• Company parties

Member Services & Front Desk Associate
Location: United Defense Tactical – Scottsdale @udt_scottsdale
4848 E Cactus Rd, Suite 210, Scottsdale, AZ 85254

Compensation: $18.50–$23.00 per hour, based on experience
Schedule: 8-hour shifts; evening and weekend availability required
Employment type: [Full-time / Part-time / Both]

United Defense Tactical (UDT) is a premier reality-based tactical and firearms training facility in North Scottsdale. We help civilians, military personnel, and law-enforcement professionals build practical skills, confidence, and readiness.

We are looking for a highly organized, emotionally intelligent Member Services & Front Desk Associate to be the trusted first point of contact for our members and guests.

This is not a “smile and answer phones” front-desk role. You will help members navigate scheduling, training progression, billing questions, freezes, account changes, and occasional difficult conversations. The right person is warm and upbeat, but also precise, calm under pressure, skilled at de-escalation, and able to follow policy while making members feel heard.

What you’ll do:
Member service and account support

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  Welcome every guest and member with professionalism, warmth, and confidence—in person, by phone, text, and email.

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  Handle member questions related to memberships, class reservations, attendance, account updates, billing, freezes, cancellations, credits, and training progression.

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  Respond to concerns with empathy while accurately explaining UDT policies, agreements, schedules, and available options.

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  De-escalate frustrated member situations without making promises outside of approved policies or authority.

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  Document every meaningful member interaction, request, resolution, and follow-up clearly in the CRM and membership-management systems.

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  Recognize issues requiring leadership review—such as medical requests, disputes, refunds, chargebacks, contract questions, or exceptions—and escalate them quickly with complete notes and supporting records.

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  Follow up with members so requests do not fall through the cracks.

Front desk and facility operations

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  Own the front desk experience: check members in and out, direct visitors, answer calls, manage email inquiries, and maintain a clean, organized, welcoming lobby.

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  Support class bookings, reservations, waitlists, confirmations, and cancellations with accuracy.

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  Maintain accurate member profiles, waivers, payments, booking records, notes, and communication preferences.

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  Help members understand UDT’s handgun, rifle, shotgun, simulator, self-defense, and conditioning programs.

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  Coordinate closely with instructors, operations, sales, and leadership to ensure members receive timely, consistent information.

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  Complete day-to-day administrative tasks, including scanning, filing, record organization, supply upkeep, and basic reporting.

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  Protect confidential member, payment, and health-related information with discretion.

Systems and process discipline

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  Use GoHighLevel, ClubReady, email, phone, and internal systems to maintain reliable records and communication.

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  Follow established procedures for member agreements, billing, freezes, cancellations, credits, refunds, and escalation.

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  Identify recurring member issues or process gaps and bring practical improvement ideas to leadership.

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  Keep the front desk and member records “world-class”: clean, current, accurate, and prepared.

Within your first 90 days, you will be expected to:

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  Deliver prompt, accurate, and friendly responses across phone, email, and in-person communication.

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  Maintain thorough CRM and ClubReady notes on member requests and outcomes.

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  Confidently explain common membership policies without overpromising or creating confusion.

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  Handle difficult conversations calmly, preserve the member relationship where possible, and escalate the right issues early.

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  Keep bookings, payments, freezes, and account records accurate.

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  Become a dependable teammate who helps the facility run smoothly during busy training periods.

What we’re looking for

Required

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  High school diploma or equivalent.

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  At least 2 years of customer service, front desk, hospitality, member services, client success, reception, or administrative experience.

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  Proven ability to handle sensitive or difficult customer conversations with composure, professionalism, and good judgment.

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  Strong written communication skills. You can write clear, polished emails that are kind, accurate, and firm when necessary.

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  Strong verbal communication skills and a natural ability to make people feel welcome.

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  Excellent organization, follow-through, multitasking, and attention to detail.

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  Comfortable using computers, booking systems, email, phone systems, scanners, and Microsoft Office or Google Workspace.

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  Ability to follow written procedures, protect confidential information, and know when to escalate an issue rather than guess.

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  Comfort working in a firearms and tactical-training environment. Firearms experience is welcome but not required.

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  Availability for 8-hour shifts, including evenings and weekends.

Highly desired

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  Experience with GoHighLevel CRM .

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  Experience with ClubReady or a comparable fitness, studio, range, or membership-management platform.

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  Experience handling memberships, freezes, cancellations, payments, account changes, or recurring billing.

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  Experience in a gym, studio, hospitality, healthcare, training, range, or high-volume service environment.

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  Familiarity with Canva, Meta Business Suite, social media messaging, or member communications.

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  Interest in self-defense, firearms safety, fitness, preparedness, or tactical training.

You may be a great fit if you:

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  Stay calm when someone else is frustrated.

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  Can show empathy without abandoning policy or making commitments you cannot keep.

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  Take ownership: you document the issue, follow through, and close the loop.

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  Understand that accurate notes and clean records protect both the member and the business.

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  Enjoy helping people find solutions.

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  Bring high energy without becoming reactive or disorganized.

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  Believe a difficult interaction can still end with a member feeling respected.

Why UDT

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  Competitive pay: $18.50–$23.00 per hour, based on experience.

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  Employee discounts on UDT training and gear.

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  Opportunities to learn practical self-defense and tactical skills.

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  A mission-driven environment built around personal empowerment.

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  A close-knit team that values initiative, professionalism, and personal growth.

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  The opportunity to make a real difference in how members experience UDT.

Our values

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  Don’t make excuses—make it happen.

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  Serve selflessly with the highest integrity.

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  Show up with positivity, high energy, and excitement.

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  UDT is world-class—operate like it in all you do.

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  Be organized. Be clean. Be prepared.

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  Keep calm and respect others.

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  Educate and execute—but above all, empower.

Please submit a resume and a short note explaining why you would be a strong fit for a member-facing role that combines hospitality, systems accuracy, and difficult-conversation skills.

In your note, please answer:

1. 
   Tell us about a time you helped resolve a frustrated customer or member situation.

2. 
   What CRM, booking, billing, or membership-management systems have you used?

3. 
   What does excellent member service look like when you need to enforce a policy the member does not like?

United Defense Tactical is an equal opportunity employer. We hire based on job-related qualifications, experience, and ability to perform the role.