Member Experience Coordinator

Dominique Dawes Academy•Columbia, MD

1d•Onsite

About The Position

Dominique Dawes Academy is seeking a passionate Member Experience Coordinator to join their team. This role is crucial for creating a welcoming, professional, and organized environment for participants and families. The coordinator will oversee customer service, support enrollment, lead parent engagement, and ensure a positive member journey. As the main point of contact for families, this position focuses on building strong relationships and upholding the academy's mission through every interaction.

Requirements

High school diploma or equivalent required
Minimum of 3 years of experience in customer service, administrative support, or retail (required)
Proficiency in Microsoft Office, Google Suite, and basic data systems
Dependable and self-motivated with a team-player mindset
Exceptional verbal and written communication skills
Strong interpersonal skills and a friendly, approachable demeanor
High level of professionalism, patience, and attention to detail
Customer-focused with a passion for delivering outstanding experiences
Strong organizational and problem-solving abilities
Ability to multitask and remain composed in a fast-paced environment

Nice To Haves

Associate’s or bachelor’s degree preferred
At least 1 year of experience in youth sports, recreation, or education environments (preferred)
CPR, First Aid, and SafeSport certification (or willingness to obtain) preferred

Responsibilities

Provide exceptional service to all visitors, students, and families by maintaining a welcoming and professional front desk presence.
Manage and respond to family inquiries regarding class offerings, enrollment, policies, and scheduling with accuracy and care.
Handle incoming calls, process tuition and fee payments, and resolve customer concerns with empathy and efficiency.
Follow up with families or prospects via phone or email to check in on satisfaction and support ongoing engagement.
Coordinate communication between parents, coaches, and management by relaying messages and assisting with questions.
Lead facility tours for prospective families, promoting programs and membership opportunities.
Assist with enrollment processes and maintain accurate student and family records in the registration system.
Support coaches during classes and events by offering first aid assistance and helping with basic facility needs.
Monitor and maintain a clean, organized, and welcoming lobby and facility environment.
Oversee and support front desk administrative functions such as scheduling, data entry, and reporting.
Demonstrate a positive, solutions-oriented attitude that aligns with the values of Dominique Dawes Academy.
Complete additional duties and special projects as assigned by the General Manager or leadership team.
Perform other duties as assigned.