Customer Experience Associate – Strength & Conditioning

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