Customer Experience Coordinator - PM - West Midtown

Position Description:

The X3 Sports Customer Experience Staff are an integral member of the X3 Sports team, responsible for helping to facilitate a welcoming, caring, healthy and safe environment and promoting a sense of community internally and externally with members, employees, and the general public. The Customer Experience Clerk works at the Club’s front desk, assisting in the administration, service, and security of the Club. As the first point of contact to members, guests, persons in and outside of the X3 Sports community, and employees, the Customer Experience Clerk must demonstrate professionalism and strong customer service abilities at all times by responding quickly, efficiently, and effectively in all situations. The Customer Experience Clerk plays a critical role in ensuring the success of X3 Sports.

Position Purpose:

To provide a warm welcome and information on X3 Sports’ services to the general public, guests, members, and employees, and to assist in the smooth running and operations of the assigned Club

Key Results Areas:

Key results areas of the Customer Experience Staff position are customer service and administrative duties.

Required Skills:

• Strong communication and interpersonal skills

• Polite and courteous manner regardless of the situation
• Relationship Building Skills
• Flexibility
• Accommodating to the needs of others
• Ability to calmly manage difficult situations, guests, members, and/or employees
• Excellent organizational skills
• Ability to balance and manage conflicting demands and situations
• Commitment to and knowledge of X3 Sports
• Basic computer and math skills
• Willingness to go the extra mile especially at busy times
• Belief in a high level of customer service
• Ability to multitask
• Patient, courteous, empathic listener
• Enthusiastic approach to all aspects of the position
• Friendly, helpful, and happy personality
• Neat appearance
• Experience handling cash and credit card transactions and reconciliation of cash drawer

• Attention to Detail

Location and Hours:

Position is housed at assigned Club with potential for cross-club assignments; schedules and times are subject to change based on Club and Company needs

Shift hours are variable and may include any hours between 6:000 AM to 8:00 PM, Monday through Thursday; 6:00 AM to 7:00 PM Friday; and 9:00 AM to 1:00 PM Saturday.

Reporting Structure:

Reports to the General Manager; No direct reports

Front Desk Staff Primary Objectives:

• Customer Service

• Administrative Duties and Recordkeeping

Customer Service

• E3…Exceeding Expectations Everyday by providing exceptional customer service

• Answering the phone with a smile
• Greet everyone entering and exiting the building
• Address and rectify member issues when possible
• Speak clearly and respectfully
• Address members by name

• Maintain confidentiality

Administrative Duties and Record Keeping

• Open and/or close the club

• Handle all incoming calls
• Check in members and verify membership standing
• Register guests/prospects and channel to PT or Sales
• Check voicemail and forward as necessary
• Address and rectify (when possible) or refer to the correct person any member issues
• Understand and accurately use CRM
• Notate all member contacts and follow-up actions in CRM
• Man the front desk and the reception area
• Keep front desk, reception area, kitchen, bathrooms, supply closet/laundry, and pro shop area neat, clean, well-organized, and fully stocked
• Keep guest gear clean, sanitized, and well-organized
• Keep front glass areas clean
• Reconcile the POS at the start and end of the shift
• Control “people traffic” in the front desk area and the reception area
• Actively sell pro shop merchandise
• Based on Position Level (II - III), the Front Desk Staff will handle
• • Higher Level Administrative Tasks and Special Projects
  • Higher level of Member Concern Handling
  • Membership Agreement Sales
  • Places New Inventory Orders
  • Processing Perkville
  • Conducts Ongoing Training for Front Desk Staff

  • Club Training for All New Front Desk Staff