Client Experience Coordinator

Position Summary

We are looking for a mature, dependable and highly organized Client Experience Coordinator to become the central point of ownership for our front desk, client scheduling and overall client experience. This is not a management position, but it is an important role requiring good judgment, initiative and strong follow-through.

The right person will make sure clients feel welcomed, cared for and well communicated with, while keeping the trainer schedule organized and efficient. A major measure of success will be taking scheduling issues off the owner's plate and ensuring that details do not fall through the cracks.

Key Responsibilities

·  Own the client scheduling process, including appointments, cancellations, rescheduling and schedule changes.

·  Resolve scheduling conflicts and accommodate clients whenever reasonably possible while keeping trainer schedules tight and efficient.

·  Maintain schedule accuracy and proactively identify potential scheduling problems before they affect clients or trainers.

·  Answer incoming phone calls and respond to routine client questions, messages and requests in a timely, professional manner.

·  Own the coordination of the new-client onboarding experience, making sure every required step is completed by the appropriate team member.

·  Follow up with new clients during their first 30 days and help ensure they have an excellent introduction to Genesis.

·  Communicate Genesis policies and procedures clearly, consistently and professionally to clients.

·  Serve as a primary point of contact for routine client-service issues and resolve them whenever possible without owner involvement.

·  Help maintain a welcoming, professional and organized front-desk and client environment.

·  Identify and address minor facility or operational issues, escalating larger issues to the appropriate person.

·  Assist with basic administrative and secretarial duties as needed.

What Success Looks Like

·  Clients receive prompt, warm and professional service.

·  Scheduling is accurate, efficient and handled without routine owner involvement.

·  Trainer schedules are kept as full and organized as reasonably possible.

·  New clients have a smooth, well-coordinated first 30 days.

·  Client policies are communicated consistently and professionally.

·  Problems are anticipated and handled rather than simply passed along.

Who We Are Looking For

·  Highly organized with exceptional attention to detail and follow-through.

·  Warm, confident and professional when communicating with clients.

·  Mature and comfortable using judgment to solve everyday problems.

·  Dependable and punctual; this position requires consistent on-site coverage.

·  Comfortable with computers, scheduling software, email and learning a client-management system.

·  Able to balance excellent customer service with enforcing policies and protecting an efficient schedule.

·  Enjoys working with adults 55+ and contributing to a service-oriented environment.

·  Prior customer service, front desk, administrative, hospitality, medical-office or similar experience is preferred.

For more than 20 years, Genesis Personal Fitness has helped thousands of people improve their health, strength, mobility and quality of life. But what truly makes Genesis special is the community that has grown around that mission.
We are intentionally a small, boutique fitness studio. That allows us to know our clients personally, understand what matters to them and create the kind of close-knit, family atmosphere that can get lost in larger fitness facilities.
At Genesis, staff and clients genuinely care about each other’s success. You’ll see clients encouraging one another, celebrating milestones and building friendships that extend beyond their workouts.
Our team goes beyond our staff. Our clients and staff work together as one team, supporting and cheering each other on. That shared commitment has created a special environment where people feel known, supported and motivated to become healthier and stronger.
Working at Genesis means becoming part of a community that has made a meaningful difference in thousands of lives for more than two decades—and helping us continue to make that difference one person at a time..