Client Experience Specialist
About The Position
The Client Experience Specialist is the welcoming face and operational heartbeat of the YMCA Recovery & Wellness Clinic. This role delivers exceptional, hospitality-driven service while ensuring members and guests feel supported, informed, and cared for throughout their experience. Working independently during scheduled shifts, the Client Experience Specialist manages check-ins, prepares and resets recovery equipment, supports product sales, processes payments, schedules next appointments and maintains a clean, calm, and safe environment that reflects YMCA values of care, inclusion, and community.
Requirements
- 1–2 years of customer service or hospitality experience
- Minimum of 18 years old
- CPR and First Aid certification (or ability to obtain)
- Comfort working independently during solo shifts
- Strong interpersonal and communication skills
- Basic comfort with technology
- Ability to stand for extended periods
- Ability to lift and move equipment components as needed
- Ability to perform light cleaning and sanitization tasks throughout the shift
Nice To Haves
- Experience in a spa, wellness, fitness, or recovery environment
- Retail or product sales experience
- Passion for health, wellness, and member-centered service
Responsibilities
- Greet members and guests warmly and create a positive, welcoming first impression
- Check clients in and guide them through their scheduled recovery services
- Educate clients on proper use of recovery equipment and ensure comfort and safety
- Monitor sessions and respond promptly to client needs or questions
- Maintain a calm, professional, and service-oriented atmosphere at all times
- Prepare and set up recovery equipment including cold plunge/cryotherapy, infrared sauna, compression therapy boots, red light therapy, and massage chairs
- Perform light sanitization and reset of equipment between each use following YMCA protocols
- Complete end-of-shift area resets to ensure the clinic is clean, organized, and guest-ready
- Process payments and manage check-ins using membership management and scheduling systems
- Promote and sell recovery-related retail products in a guest-focused manner
- Answer questions about services, memberships, and products with confidence and clarity
- Track service usage and maintain accurate records
- Follow all YMCA policies, safety standards, and operational procedures
- Maintain CPR and First Aid certification per YMCA requirements
- Uphold cleanliness, safety, and professionalism while working independently
- Communicate maintenance or operational concerns to leadership promptly
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
