Customer Experience Associate – Strength & Conditioning

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/

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