Member Services Associate

Benefits:

• Employee discounts
• Opportunity for advancement
• Training & development
• Company parties

Location: United Defense Tactical – Scottsdale @ 4848 E Cactus Rd, Suite 210, Scottsdale, AZ 85254

Compensation: $18.50–$23.00 per hour, based on experience

Schedule: 8-hour shifts; evening and weekend availability required

Employment type: [Full-time / Part-time / Both]

United Defense Tactical (UDT) is a premier reality-based tactical and firearms training facility in North Scottsdale. We help civilians, military personnel, and law-enforcement professionals build practical skills, confidence, and readiness.

We are looking for a highly organized, emotionally intelligent Member Services & Front Desk Associate to be the trusted first point of contact for our members and guests.

This is not a “smile and answer phones” front-desk role. You will help members navigate scheduling, training progression, billing questions, freezes, account changes, and occasional difficult conversations. The right person is warm and upbeat, but also precise, calm under pressure, skilled at de-escalation, and able to follow policy while making members feel heard.

• Welcome every guest and member with professionalism, warmth, and confidence—in person, by phone, text, and email.
• Handle member questions related to memberships, class reservations, attendance, account updates, billing, freezes, cancellations, credits, and training progression.
• Respond to concerns with empathy while accurately explaining UDT policies, agreements, schedules, and available options.
• De-escalate frustrated member situations without making promises outside of approved policies or authority.
• Document every meaningful member interaction, request, resolution, and follow-up clearly in the CRM and membership-management systems.
• Recognize issues requiring leadership review—such as medical requests, disputes, refunds, chargebacks, contract questions, or exceptions—and elevate them quickly with complete notes and supporting records.
• Follow up with members so requests do not fall through the cracks.

• Own the front desk experience: check members in and out, direct visitors, answer calls, manage email inquiries, and maintain a clean, organized, welcoming lobby.
• Support class bookings, reservations, waitlists, confirmations, and cancellations with accuracy.
• Maintain accurate member profiles, waivers, payments, booking records, notes, and communication preferences.
• Help members understand UDT’s handgun, rifle, shotgun, simulator, self‑defense, and conditioning programs.
• Coordinate closely with instructors, operations, sales, and leadership to ensure members receive timely, consistent information.
• Complete day‑to‑day administrative tasks, including scanning, filing, record organization, supply upkeep, and basic reporting.
• Protect confidential member, payment, and health-related information with discretion.

• Use Go High Level , Club Ready, email, phone, and internal systems to maintain reliable records and communication.
• Follow established procedures for member agreements, billing, freezes, cancellations, credits, refunds, and escalation.
• Identify recurring member issues or process gaps and bring practical improvement ideas to leadership.
• Keep the front desk and member records “world‑class”: clean, current, accurate, and prepared.

• Deliver prompt, accurate, and friendly responses across phone, email, and in‑person communication.
• Maintain thorough CRM and Club Ready notes on member requests and outcomes.
• Confidently explain common membership policies without over promising or creating confusion.
• H…