Member Services & Front Desk Associate

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

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

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

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  Deliver prompt, accurate, and friendly responses across phone, email, and in-person communication.
  
  
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  Maintain thorough CRM and ClubReady notes on member requests and outcomes.
  
  
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  Confidently explain common membership policies without overpromising or creating confusion.
  
  
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  Handle difficult conversations calmly, preserve the member relationship where possible, and escalate the right issues early.
  
  
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  Keep bookings, payments, freezes, and account records accurate.
  
  
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  Become a dependable teammate who helps the facility run smoothly during busy training periods.
  
  

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  High school diploma or equivalent.
  
  
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  At least 2 years of customer service, front desk, hospitality, member services, client success, reception, or administrative experience.
  
  
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  Proven ability to handle sensitive or difficult customer conversations with composure, professionalism, and good judgment.
  
  
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  Strong written communication skills. You can write clear, polished emails that are kind, accurate, and firm when necessary.
  
  
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  Strong verbal communication skills and a natural ability to make people feel welcome.
  
  
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  Excellent organization, follow-through, multitasking, and attention to detail.
  
  
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  Comfortable using computers, booking systems, email, phone systems, scanners, and Microsoft Office or Google Workspace.
  
  
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  Ability to follow written procedures, protect confidential information, and know when to escalate an issue rather than guess.
  
  
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  Comfort working in a firearms and tactical-training environment. Firearms experience is welcome but not required.
  
  
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  Availability for 8-hour shifts, including evenings and weekends.
  
  

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  Experience with GoHighLevel CRM.
  
  
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  Experience with ClubReady or a comparable fitness, studio, range, or membership-management platform.
  
  
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  Experience handling memberships, freezes, cancellations, payments, account changes, or recurring billing.
  
  
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  Experience in a gym, studio, hospitality, healthcare, training, range, or high-volume service environment.
  
  
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  Familiarity with Canva, Meta Business Suite, social media messaging, or member communications.
  
  
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  Interest in self-defense, firearms safety, fitness, preparedness, or tactical training.
  
  

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  Stay calm when someone else is frustrated.
  
  
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  Can show empathy without abandoning policy or making commitments you cannot keep.
  
  
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  Take ownership: you document the issue, follow through, and close the loop.
  
  
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  Understand that accurate notes and clean records protect both the member and the business.
  
  
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  Enjoy helping people find solutions.
  
  
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  Bring high energy without becoming reactive or disorganized.
  
  
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  Believe a difficult interaction can still end with a member feeling respected.
  
  

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  Competitive pay: $18.50–$23.00 per hour, based on experience.
  
  
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  Employee discounts on UDT training and gear.
  
  
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  Opportunities to learn practical self-defense and tactical skills.
  
  
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  A mission-driven environment built around personal empowerment.
  
  
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  A close-knit team that values initiative, professionalism, and personal growth.
  
  
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  The opportunity to make a real difference in how members experience UDT.
  
  

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  Don’t make excuses—make it happen.
  
  
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  Serve selflessly with the highest integrity.
  
  
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  Show up with positivity, high energy, and excitement.
  
  
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  UDT is world-class—operate like it in all you do.
  
  
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  Be organized. Be clean. Be prepared.
  
  
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  Keep calm and respect others.
  
  
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  Educate and execute—but above all, empower.
  
  

1. 
   Tell us about a time you helped resolve a frustrated customer or member situation.
   
   
2. 
   What CRM, booking, billing, or membership-management systems have you used?
   
   
3. 
   What does excellent member service look like when you need to enforce a policy the member does not like?