About the role
About the role
The Customer Experience Associate is the first point of contact for members, athletes, guests, and visitors within our Strength & Conditioning facility. This role plays an important part in creating a professional, high-energy, and welcoming environment while supporting the day-to-day operations of the facility.
The ideal candidate has experience working in a gym, fitness center, athletic facility, wellness environment, or similar member-based setting and understands the pace and expectations of a training facility. This person should be highly service-oriented, organized, comfortable with technology, and willing to jump in wherever needed to keep the facility running smoothly.
What you'll do
Member & Athlete Experience
Greet and check in members, athletes, guests, and visitors in a professional and welcoming manner
Verify memberships, waivers, guest access, and scheduled services
Assist members with general questions about the facility, training areas, services, schedules, and amenities
Direct members and guests to the appropriate coaches, trainers, practitioners, or facility areas
Build familiarity with members and contribute to a positive, community-focused training environment
Scheduling & Services
Assist members with scheduling training sessions, appointments, classes, and other facility services
Manage cancellations, schedule changes, and no-shows in accordance with facility policies
Provide accurate information regarding facility schedules, programming, and service availability
Coordinate with coaches, trainers, and other staff to help ensure a smooth member experience
Phones & Communication
Answer incoming calls, texts, and emails promptly and professionally
Route questions and messages to the appropriate staff
Send confirmations, reminders, and schedule updates through facility systems
Communicate operational updates, closures, or schedule changes as needed
Facility Operations
Help maintain a clean, organized, and professional front-of-house environment
Monitor towels, restrooms, locker rooms, hydration stations, and other member-facing areas
Help ensure training and common areas remain organized and ready for use
Receive and log deliveries appropriately
Identify and report equipment, maintenance, cleanliness, or safety concerns promptly
Work closely with Strength & Conditioning staff and facility leadership to support daily operations
Assist with opening and closing responsibilities as assigned
Retail & Point of Sale
Process retail purchases, service fees, and other member transactions
Restock retail, beverage, and front-of-house items
Assist with inventory counts and maintaining organized merchandise areas
Events & Facility Support
Assist with check-in, logistics, and on-site support for training events, camps, combines, clinics, competitions, and other facility programming
Help prepare member-facing spaces for events and special programming
Collaborate with staff across the facility to ensure a professional and organized experience
Technology & Systems
Use membership and facility management systems for member check-ins, billing, scheduling, and reservations
Operate POS systems, phones, computers, printers, and other front-desk technology confidently
Perform basic troubleshooting and escalate system issues when necessary
This is a dynamic and fast-paced environment, and these responsibilities are not meant to be exhaustive. Other duties may be assigned based on the needs of the facility.
Qualifications
At least 1 year of experience in customer service, hospitality, front desk, fitness, recreation, or facility operations preferred
Previous experience working in a gym, fitness center, strength and conditioning facility, athletic performance center, health club, or similar environment strongly preferred
Familiarity with how gyms, training facilities, or member-based fitness environments operate
Strong communication and interpersonal skills with the ability to work comfortably with members, athletes, coaches, and staff
Comfortable learning and using scheduling, membership, and point-of-sale technology
Organized, attentive, and able to manage multiple priorities in a fast-paced environment
Willingness to assist with hands-on facility needs rather than remaining solely behind the front desk
Reliable, punctual, and able to work independently or as part of a team
Flexible schedule with availability for early mornings, evenings, weekends, and events as needed
Must have reliable transportation and a valid driver's license
Ability to communicate in English is required
Satisfactory completion of pre-employment background screening is required
Benefits
Farm and Forge offers comprehensive benefits that support our team's health and
well-being
. These include:
401(k) Plan with Company Match
Ongoing Training and Development
Team Outings
About Farm & Forge Club
Farm and Forge Club is a high-performance youth and adult training facility that blends elite sports coaching, academic enrichment, and holistic development. Located in the heart of Middle Tennessee, we provide an ecosystem where athletes, families, and creators can thrive on and off the field. Our mission is to create confident, capable, and connected individuals by fusing excellence in sport with intentional mentorship, storytelling, and community engagement.
Learn more at https://farmandforgeclub.com/