Member Experience Coordinator

Dominique Dawes Academy; Columbia (MD); On-site; USD 38,000 - 52,000; Full time

Job summary

Dominique Dawes Academy seeks a Customer-Facing Member Experience Coordinator to ensure a welcoming, organized environment for families. You will manage front desk operations, enrollment support, and hands-on engagement with parents and coaches, reflecting the academy’s mission.

You’ll handle inquiries, process payments, coordinate tours, maintain records, and assist with events. The role requires excellent communication, professionalism, and a solutions-oriented attitude in a fast-paced youth

Qualifications

• High school diploma or equivalent; associate's or bachelor's preferred.

Responsibilities

• Provide exceptional service to visitors, students, and families at the front desk.
• Manage inquiries re classes, enrollment, policies, and scheduling with accuracy.
• Handle calls, process tuition/payments, and resolve concerns with empathy.
• Follow up with families via phone or email to check satisfaction.
• Coordinate communication between parents, coaches, and management.
• Lead facility tours for prospective families and promote programs.
• Assist enrollment and maintain accurate student/family records.
• Support coaches during classes and events with basic facility needs.
• Monitor and maintain a clean, welcoming lobby and environment.
• Oversee front desk admin functions such as scheduling, data entry, and reporting.
• Demonstrate a positive, solutions-oriented attitude aligned with the academy.
• Complete additional duties and special projects as assigned.
• Perform other duties as assigned.

Skills

Exceptional verbal and written comunic

Strong interpersonal skills

High level of professionalism

Customer-focused with passion for-exc

Strong organizational and problem

Multitasking under pressure

MS Office & Google Suite

Team-player mindset

Education

High school diploma or equivalent; associate or bachelor preferred

Tools

Microsoft Office

Google Suite

Basic data systems

Job description

Description

Do you love creating moments that make people smile?

If you thrive on connecting with others, anticipating needs before they’re spoken, and turning everyday interactions into memorable experiences, this is your chance to shine! At Dominque Dawes Academy, our Member Experience team is the heart of our community—ensuring every member feels valued, supported, and excited to be part of our journey.

Position Summary

The Member Experience Coordinator plays a key role in ensuring a welcoming, professional, and organized environment for all participants and families at Dominique Dawes Academy. This position oversees customer service operations, supports enrollment, leads parent engagement, and ensures a positive member journey. As the primary point of contact for families, the Member Experience Coordinator fosters strong relationships and ensures every interaction reflects Dominque Dawes Academy’s mission.

Key Responsibilities

• Provide exceptional service to all visitors, students, and families by maintaining a welcoming and professional front desk presence.


• Manage and respond to family inquiries regarding class offerings, enrollment, policies, and scheduling with accuracy and care.


• Handle incoming calls, process tuition and fee payments, and resolve customer concerns with empathy and efficiency.


• Follow up with families or prospects via phone or email to check in on satisfaction and support ongoing engagement.


• Coordinate communication between parents, coaches, and management by relaying messages and assisting with questions.


• Lead facility tours for prospective families, promoting programs and membership opportunities.


• Assist with enrollment processes and maintain accurate student and family records in the registration system.


• Support coaches during classes and events by offering first aid assistance and helping with basic facility needs.


• Monitor and maintain a clean, organized, and welcoming lobby and facility environment.


• Oversee and support front desk administrative functions such as scheduling, data entry, and reporting.


• Demonstrate a positive, solutions-oriented attitude that aligns with the values of Dominique Dawes Academy.


• Complete additional duties and special projects as assigned by the General Manager or leadership team.


• Perform other duties as assigned.

Core Competencies

• Exceptional verbal and written communication skills


• Strong interpersonal skills and a friendly, approachable demeanor


• High level of professionalism, patience, and attention to detail


• Customer-focused with a passion for delivering outstanding experiences


• Strong organizational and problem-solving abilities


• Ability to multitask and remain composed in a fast-paced environment


• Proficiency in Microsoft Office, Google Suite, and basic data systems


• Dependable and self-motivated with a team-player mindset

Requirements

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred


• Minimum of 3 years of experience in customer service, administrative support, or retail (required)


• At least 1 year of experience in youth sports, recreation, or education environments (preferred)


• CPR, First Aid, and SafeSport certification (or willingness to obtain) preferred

Work Schedule & Environment

• Includes afternoon, evening, and weekend shifts


• Must be available during high-traffic times (e.g., class transitions, events, and peak seasons)


• Indoor work environment with regular interactions with children, families, and staff

Physical Requirements

• Prolonged periods of sitting, standing, and walking.


• Frequent use of hands and fingers to handle or operate office equipment, such as keyboards, phone, and printers.


• Ability to occasionally stand, bend, reach, and lift office supplies or materials up to 25 lbs.


• Regularly required to communicate clearly and effectively via phone, email, and in person.

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.