Member Experience Associate

Dominique Dawes Academy•Rockville, MD

3d•$18 - $20•Onsite

About The Position

The Member Experience Associate serves as a welcoming and professional point of contact for families and prospective members at Dominique Dawes Academy. The role focuses on front desk and event operations, including greeting visitors, responding to inquiries, processing payments, assisting with enrollment, maintaining accurate records, and supporting parties and events. The associate helps ensure every family interaction reflects the academy’s welcoming and professional service standards. This part-time position includes afternoon, evening, and weekend shifts, with availability needed during high-traffic periods such as class transitions, events, and peak seasons. Work takes place indoors with regular interactions with children, families, and staff.

Requirements

High school diploma or equivalent.
At least 1 year of experience in customer service, administrative support, hospitality, retail, recreation, or another customer-facing environment.
Exceptional verbal and written communication skills.
Strong interpersonal skills and a welcoming, professional approach.
Customer-focused mindset and commitment to positive family experiences.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and remain composed in a fast-paced environment.
Problem-solving skills, including recognizing when concerns require escalation.
Proficiency with office productivity tools, customer or enrollment management systems, and basic data systems.
Dependable, adaptable, and collaborative.
Ability to work extended periods at a computer and alternate between sitting, standing, and walking.
Ability to occasionally lift and move supplies, event materials, and equipment weighing up to 25 lbs.
Ability to communicate clearly by phone, email, and in person.

Nice To Haves

Additional education or training in business, hospitality, communications, recreation, or a related field.
Experience handling customer inquiries, payments, records, or other front desk responsibilities.
Experience in youth sports, recreation, education, or children’s enrichment environments.
CPR/AED and First Aid certification, or ability to obtain it within the required timeframe after hiring.

Responsibilities

Provide a welcoming and professional front desk presence and exceptional service to visitors, students, and families.
Drive the new client experience by implementing trial processes and achieving set goals for trial close rates.
Respond to family inquiries about classes, enrollment, policies, and scheduling.
Handle incoming calls, process tuition and fee payments, and resolve customer concerns.
Follow up with prospective and current families by phone or email to answer questions and support engagement and service needs.
Facilitate communication between families, coaches, and management by relaying messages and assisting with questions.
Lead facility tours, explain programs and membership options, and support enrollment.
Assist with enrollment and maintain accurate student and family records in the registration system.
Provide first aid within the scope of training and certification, and promptly escalate injuries or emergencies according to academy procedures.
Monitor and maintain a clean, organized, and welcoming lobby and facility.
Support front desk administration, including scheduling, data entry, and reporting.
Support parties, events, and other member experience activities, including setup, check-in, and assisting families.
Demonstrate a positive, solution-oriented attitude aligned with the academy’s values.
Perform other duties as assigned.