Member Front Desk Staff

Primary

Hours:

Days and/or Weekends 4:30am - 12:30pm or 12:00pm - 8:00pm M-F

1 shift: M-F 4:30am - 12:30pm (morning person needed!)

1 shift: M-S regular hours

(Note both positions are part time between 25-40 hours as you prefer to work!)

Job Title: Member Support Representative

Department: Member Support Team |
FLSA: Non-Exempt (Hourly)

Reports to: Member Support Lead

This description is not a contract of employment, and it does not alter the at-will relationship. The critical features of this job are under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons deemed by Management. Incumbents perform other duties as assigned.

To be the welcoming face and heartbeat of TRZ, bringing a bubbly, energetic personality to every interaction and building genuine relationships that turn guests into loyal members, while ensuring a clean, connected, and service-first experience that supports wellness, growth, sales, and operational excellence.

• Bring an outgoing, bubbly, and energetic personality to the front desk every day, building genuine, lasting relationships with every member and guest.
• Greet all members and guests with warmth, enthusiasm, and professionalism. Provide helpful, clear communication and ensure every interaction reflects TRZ's values.
• Stay fully informed on all TRZ memberships, services, classes, products, and events to confidently answer questions and guide members or new visitors on TRZ's offerings.
• Always collect and enter full contact info into Mind Body.
• Follow all Customer Service guidelines to consistently provide a positive and professional experience that reflects TRZ's values of Transformation, Resilience, and Zenith.
• Answer phones, return messages, and respond to client needs with clarity, empathy, and complete follow-through.
• Follow all Room Rental and Event procedures accurately, including scheduling, setup coordination, and handoff to the right team member when needed.
• Document all phone calls, walk-ins, questions, and issues in the Shift Log or designated systems so nothing gets missed.

• Fully complete Shift Checklists for opening, mid-shift, and closing, including cleaning, restocking, equipment checks, and general building readiness.
• Validate at the beginning of each shift that the prior shift checklist items were completed.
• Ensure the center is consistently clean, stocked, and presentable for all members and guests.
• Fix any facility issue you can or properly report to Facility Support and Member Support Lead.
• Actively build rapport and relationships with members and guests to uncover needs and confidently recommend memberships, services, or products based on member goals.
• Document full contact information for all visitors, calls, and walk-ins in Lead Form & Mind Body.
• Properly follow up on all leads and track all touchpoints in Mind Body with accurate notes.
• Use talking points and sales training tools provided to recommend appropriate memberships, services, or products based on member goals.
• Read all TRZ communications to stay up to date on TRZ services, promotions, and events to speak confidently and support the member's journey.
• Meet monthly lead generation and sales goals and properly document all communications in Mind Body to track the progress.

• High school diploma or equivalent required; some college or wellness experience preferred
• Outgoing, bubbly, and energetic personality with a natural talent for building relationships, connecting with people, and creating a memorable front desk experience
• 1+ year of experience in a customer-facing role (wellness or service environment preferred), sales experience a plus
• Friendly, reliable, and emotionally intelligent with a strong desire to support others
• Excellent communication skills; able to listen well, speak clearly, and respond with empathy
• Organized and detail-oriented; able to follow checklists and multitask in a fast-paced environment
• Willing to fully learn TRZ offerings, tools, and talking points to confidently support members/guests
• Comfortable with Microsoft, Google, phone/text platforms, and client tracking systems
• Open to coaching, feedback, and personal growth opportunities within a wellness-driven culture
• Availability to work mornings, evenings, and weekends as needed

Working Conditions: The majority of time is spent in an office environment.

• Equipment Used: Computer, telephone, copier, event planning tools, and other office
• Will need to move chairs, tables occasionally for event set up

• Begins at $17/hour with room for growth based on sales made
• Access to use all wellness amenities at TRZ