Customer Relations Associate
Philosophy
The Customer Relations Associate plays a key role in the Customer Relations (CR) department, ensuring that daily operations run smoothly across the facility. This position focuses on handling day-to-day responsibilities while also contributing to a high-quality athlete experience. The Customer Relations Associate supports service operations, addresses athlete and guest needs, and ensures alignment with the facility’s broader goals.
This position reports to the Facility Manager and works alongside other CR staff at their location in addition to other locations. It may also provide support to CR operations at other facilities when needed.
Key Functions and Responsibilities
Customer Service & Support
- Provide professional, friendly, and timely support to athletes, guests, and families.
- Respond to inquiries via email, phone, and internal ticketing systems.
- Resolve concerns or complaints with discretion and professionalism.
- Assist customers with purchases, memberships, and package support.
Athlete & Guest Experience
- Welcome and greet athletes and families at the front desk.
- Conduct facility tours and athlete orientations.
- Ensure a positive, seamless, and professional experience throughout the facility.
Operations & Coordination
- Serve as a key point of contact for Customer Relations tasks at the facility.
- Support scheduling of athletes and coordinate with staff across departments and locations.
- Maintain clear communication with Facility Operations Coordinators and CR staff.
- Monitor key performance indicators (KPIs) and suggest workflow or system improvements.
Requirements
Required
- Strong communication skills with excellent attention to detail.
- Ability to work independently and collaborate across teams.
- Commitment to delivering outstanding service and athlete/guest satisfaction.
- Friendly, professional demeanor and willingness to learn.
- Critical thinking and problem solving skills.
Preferred
- Bilingual (English/Spanish).
- Familiarity with CRM platforms and scheduling tools such as Zoho, Hurricane, and Acuity.
- Experience in customer service or facility operations strongly preferred.
- Previous experience in a sports, fitness, or service-oriented environment.
This position offers an opportunity to be a key contributor in the ongoing growth and improvement of our Customer Relations efforts, with a focus on service, operations, and athlete satisfaction.
Pay Range: Part-time, Hourly ($15/hour).
Job Application
A complete application will include your resume along with your responses to the questions below. Each response should be <500 words
· What excites you about this job and why?
· What scares you about this job and why?
· Why do you believe you’d perform well in this role?
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
