Customer Experience Specialist

Job Description

Job Description

Are you a team player passionate about creating meaningful experiences for children and their families? At Dominique Dawes Gymnastics & Ninja Academy, we are dedicated to fostering physical, emotional, and social development in every child, and we want you to be a part of our mission!

Founded by three-time Olympian and gold medalist Dominique Dawes, we provide year-round classes, camps, and special events in a safe and nurturing environment. Join us in building a vibrant and positive culture in gymnastics and ninja sports!

Position Overview

The Customer Experience Specialist will work closely with the General Manager, Assistant General Manager, and fellow team members to deliver an exceptional experience for all participants and their families. This role is critical in promoting our programs, enhancing customer satisfaction, and ensuring a positive atmosphere within our academy.

Job Type : Part-Time

Pay : $18.00 - $22.00 per hour

Schedule : Monday to Friday, Evenings, Weekends

Available Hours : Monday to Friday 10 : 00am-7 : 00pm (including a daily meal break)

EEO Statement

Dominique Dawes Gymnastics & Ninja Academy (DDGNA) is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and do not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Reasonable Accommodation Statement

DDGNA provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. If you require accommodations during the application or interview process, please contact our recruiting team at careers@ddgna.com. Responsibilities

• Greet and welcome all customers with a warm, friendly demeanor, ensuring a positive first impression.
• Check in students and assist families with inquiries about our programs and services, providing thorough and accurate information.
• Handle phone calls, process payments, and resolve customer concerns with professionalism and empathy.
• Follow up with families or prospects by phone or email to help with their inquiries and / or check in on their experience.
• Manage parent inquiries and communicate messages to coaches and management as needed to ensure smooth operations.
• Field, acknowledge, and resolve customer complaints.
• Escalate queries and concerns to the appropriate person when not able to be resolved at the CES level.
• Troubleshoot common issues (e.g. Parent Portal)
• Work with gym management other departments to find appropriate solutions to problems
• Conduct facility tours for prospective customers and families, showcasing our offerings and values and promoting / selling membership to our Academy.
• Support coaches by assisting with minor first aid and other needs during classes and events.
• Perform administrative tasks as needed to enhance the operational efficiency of the program.
• Stay informed about all policies, procedures, and program requirements to provide accurate information and support.
• Maintain a clean and welcoming lobby and facility environment to enhance the customer experience.
• Demonstrate a positive, professional attitude that reflects the mission and values of Dominique Dawes Gymnastics & Ninja Academy.
• Complete other duties as assigned by the directors and / or management to support the organization’s goals.

Required Skills

Proficient in basic computer skills and familiar with common software programs.

Well-organized, dependable, and approachable.

Strong verbal and written communication skills.

Ability to work collaboratively in a team-oriented environment.

A candidate who understands the value of living a healthy & active lifestyle, and desires to inspire children to engage in the same, is highly preferred

As we strive to maintain a healthy culture, background checks and professional references are a vital part of our screening process. #CharacterMatters