Member Experience Specialist

Bismarck Gymnastics Academy

Bismarck, ND, USA

11 hours ago

Part-time Onsite

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Position Summary

The Member Experience Specialist serves as the primary point of contact for athletes, families, and visitors at Bismarck Gymnastics Academy. This position is responsible for creating a welcoming, organized, and positive experience.

Working collaboratively with the Recreation and Administrative Director and Leadership Team, the Member Experience Specialist supports the daily operations of the gym by assisting with registrations, office responsibilities, coach support, and maintaining awareness of activity throughout the facility. This position is expected to take initiative, anticipate operational needs, and contribute to a safe, professional, and welcoming environment for everyone at BGA.

Key Responsibilities

• Welcome athletes, families, and visitors with a friendly, professional, and approachable attitude.
• Deliver exceptional member service through in-person, phone, email, text, and social media communication.
• Assist families with registrations, account updates, payments, transfers, withdrawals, waitlists, and routine billing questions.
• Maintain accurate customer records and class information in iClassPro.
• Answer questions regarding programs, schedules, policies, events, and facility information while referring complex concerns to the appropriate Leadership Team member.
• Regularly circulate throughout the facility to maintain awareness of gym operations, identify opportunities to assist, and ensure a clean, safe, organized, and welcoming environment.
• Provide operational support to coaches by assisting with floor needs, equipment, athlete supervision, customer questions, and class coverage within training and certification levels as needed.
• Complete BGA coaching training and maintain a working knowledge of programs to better serve athletes and families.
• Demonstrate initiative by anticipating needs, solving routine problems, and supporting the overall operation of the gym without waiting for direction.
• Assist with marketing efforts, website updates, registration information, social media, promotional materials, and community outreach.
• Answer and direct phone calls, respond to inquiries, prepare bank deposits, assist with payroll preparation, maintain office records, and manage office supply inventory.
• Assist with camps, clinics, birthday parties, performances, competitions, open gyms, and other special events.
• Assist with opening and closing procedures and perform other duties as assigned to support the overall success of BGA.
  
  

Decision-Making Authority

This position may independently make routine day-to-day decisions related to customer service, office operations, responsibilities within their training, and operational support while following established BGA policies and procedures. Significant operational issues should be referred to the Recreation and Administrative Director or the appropriate member of the Leadership Team.

Education & Experience

• High school diploma or equivalent required.
• Previous experience in customer service, hospitality, office administration, recreation, youth programming, or coaching preferred.
• Experience working with children and families preferred.
• Experience using iClassPro or similar customer management software preferred.
• Willingness to complete BGA coaching training and obtain required certifications.
  
  

Skills & Abilities

• Professional, approachable, and service-oriented demeanor.
• Excellent customer service, communication, organization, and problem-solving skills.
• Demonstrated initiative with the ability to anticipate needs and work independently.
• Ability to multitask, remain attentive, and adapt in a fast-paced environment.
• Proficiency with Microsoft Office and the ability to learn new software systems.
• Ability to collaborate effectively with coaches, staff, and Leadership Team members while maintaining confidentiality and professionalism.
  
  

Physical Requirements

• Ability to sit, stand, walk, and move throughout the facility for extended periods.
• Ability to actively circulate throughout the gym and respond to operational needs.
• Ability to occasionally demonstrate basic gymnastics skills and safely assist athletes within training and certification levels.
• Ability to occasionally lift and move up to 25 pounds.
  
  

Work Environment

Work is performed in an active gymnastics facility with frequent interaction with children, families, staff, and community members. Afternoon, evening, and rotating weekend hours are required. Employment is contingent upon successful completion of a background check.

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of responsibilities, duties, or qualifications. Responsibilities may be modified or additional duties assigned to meet the evolving needs of Bismarck Gymnastics Academy.

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