About the role
The Customer Experience Associate is the first point of contact for members, athletes, guests, and visitors within our Strength & Conditioning facility. This role plays an important part in creating a professional, high-energy, and welcoming environment while supporting the day-to-day operations of the facility.
The ideal candidate has experience working in a gym, fitness center, athletic facility, wellness environment, or similar member-based setting and understands the pace and expectations of a training facility. This person should be highly service-oriented, organized, comfortable with technology, and willing to jump in wherever needed to keep the facility running smoothly.
What you'll do
Member & Athlete Experience
- Greet and check in members, athletes, guests, and visitors in a professional and welcoming manner
- Verify memberships, waivers, guest access, and scheduled services
- Assist members with general questions about the facility, training areas, services, schedules, and amenities
- Direct members and guests to the appropriate coaches, trainers, practitioners, or facility areas
- Build familiarity with members and contribute to a positive, community-focused training environment
Scheduling & Services
- Assist members with scheduling training sessions, appointments, classes, and other facility services
- Manage cancellations, schedule changes, and no-shows in accordance with facility policies
- Provide accurate information regarding facility schedules, programming, and service availability
- Coordinate with coaches, trainers, and other staff to help ensure a smooth member experience
Phones & Communication
- Answer incoming calls, texts, and emails promptly and professionally
- Route questions and messages to the appropriate staff
- Send confirmations, reminders, and schedule updates through facility systems
- Communicate operational updates, closures, or schedule changes as needed
Facility Operations
- Help maintain a clean, organized, and professional front-of-house environment
- Monitor towels, restrooms, locker rooms, hydration stations, and other member-facing areas
- Help ensure training and common areas remain organized and ready for use
- Receive and log deliveries appropriately
- Identify and report equipment, maintenance, cleanliness, or safety concerns promptly
- Work closely with Strength & Conditioning staff and facility leadership to support daily operations
- Assist with opening and closing responsibilities as assigned
Retail & Point of Sale
- Process retail purchases, service fees, and other member transactions
- Restock retail, beverage, and front-of-house items
- Assist with inventory counts and maintaining organized merchandise areas
Events & Facility Support
- Assist with check-in, logistics, and on-site support for training events, camps, combines, clinics, competitions, and other facility programming
- Help prepare member-facing spaces for events and special programming
- Collaborate with staff across the facility to ensure a professional and organized experience
Technology & Systems
- Use membership and facility management systems for member check-ins, billing, scheduling, and reservations
- Operate POS systems, phones, computers, printers, and other front-desk technology confidently
- Perform basic troubleshooting and escalate system issues when necessary
This is a dynamic and fast-paced environment, and these responsibilities are not meant to be exhaustive. Other duties may be assigned based on the needs of the facility.
Qualifications
- At least 1 year of experience in customer service, hospitality, front desk, fitness, recreation, or facility operations preferred
- Previous experience working in a gym, fitness center, strength and conditioning facility, athletic performance center, health club, or similar environment strongly preferred
- Familiarity with how gyms, training facilities, or member-based fitness environments operate
- Strong communication and interpersonal skills with the ability to work comfortably with members, athletes, coaches, and staff
- Comfortable learning and using scheduling, membership, and point-of-sale technology
- Organized, attentive, and able to manage multiple priorities in a fast-paced environment
- Willingness to assist with hands-on facility needs rather than remaining solely behind the front desk
- Reliable, punctual, and able to work independently or as part of a team
- Flexible schedule with availability for early mornings, evenings, weekends, and events as needed
- Must have reliable transportation and a valid driver's license
- Ability to communicate in English is required
- Satisfactory completion of pre-employment background screening is required
Benefits
Farm and Forge offers comprehensive benefits that support our team's health and well-being. These include:
- 401(k) Plan with Company Match
- Ongoing Training and Development
- Team Outings