Member Experience Associate

Dominique Dawes Academy•Jersey Village, TX

3d•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 position 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. The role includes driving the new client experience by implementing trial processes and achieving set trial close-rate goals. The associate supports families and prospective members with program information, tours, enrollment, scheduling, payments, and service needs while facilitating communication among families, coaches, and management. The position also provides administrative and event support, helps maintain a clean and welcoming facility, and provides first aid within the scope of training and certification.

Requirements

High school diploma or equivalent required.
At least 1 year of experience in customer service, administrative support, hospitality, retail, recreation, or another customer-facing environment.
CPR/AED and First Aid certification required, or ability to obtain it within the required timeframe after hiring.
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.
Sound problem-solving skills and ability to recognize when concerns require escalation.
Proficiency with office productivity tools, customer or enrollment management systems, and basic data systems.
Dependable, adaptable, and collaborative.

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.

Responsibilities

Provide exceptional service to visitors, students, and families while maintaining a welcoming and professional front desk presence.
Drive the new client experience by implementing trial processes and achieving set goals for trial close rates.
Manage and respond accurately and thoughtfully to family inquiries about class offerings, enrollment, policies, and scheduling.
Handle incoming calls, process tuition and fee payments, and resolve customer concerns with empathy and efficiency.
Follow up with prospective and current families by phone or email to answer questions, support engagement, and address service needs.
Facilitate communication between families, coaches, and management by relaying messages and assisting with questions.
Lead facility tours for prospective families, explain programs and membership options, and support enrollment.
Assist with enrollment processes 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 environment.
Support front desk administrative functions, including scheduling, data entry, and reporting.
Support parties, events, and other member experience activities, including setup, check-in, and assisting with family needs.
Demonstrate a positive, solution-oriented attitude aligned with Dominique Dawes Academy’s values.
Perform other duties as assigned.