Front Desk Staff / Member Experience Coordinator

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 High Flight Ninja.

• 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

Required Qualifications

• 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.