Client Experience Specialist - Briargate

OVERVIEW
The Client Experience Specialist is the welcoming face and operational heartbeat of the YMCA Recovery & Wellness Clinic. This role delivers exceptional, hospitality-driven service while ensuring members and guests feel supported, informed, and cared for throughout their experience. Working independently during scheduled shifts, the Client Experience Specialist manages check-ins, prepares and resets recovery equipment, supports product sales, processes payments, schedules next appointments and maintains a clean, calm, and safe environment that reflects YMCA values of care, inclusion, and community.

Key Responsibilities

• Member & Guest Experience
• Greet members and guests warmly and create a positive, welcoming first impression
• Check clients in and guide them through their scheduled recovery services
• Educate clients on proper use of recovery equipment and ensure comfort and safety
• Monitor sessions and respond promptly to client needs or questions
• Maintain a calm, professional, and service-oriented atmosphere at all times

Recovery Equipment Support & Cleaning

• Prepare and set up recovery equipment including cold plunge/cryotherapy, infrared sauna, compression therapy boots, red light therapy, and massage chairs
• Perform light sanitization and reset of equipment between each use following YMCA protocols
• Complete end-of-shift area resets to ensure the clinic is clean, organized, and guest-ready

Sales, Payments & Systems

• Process payments and manage check-ins using membership management and scheduling systems
• Promote and sell recovery-related retail products in a guest-focused manner
• Answer questions about services, memberships, and products with confidence and clarity
• Track service usage and maintain accurate records

Safety, Compliance & Operations

• Follow all YMCA policies, safety standards, and operational procedures
• Maintain CPR and First Aid certification per YMCA requirements
• Uphold cleanliness, safety, and professionalism while working independently
• Communicate maintenance or operational concerns to leadership promptly

Qualifications

Qualifications

Required

• 1–2 years of customer service or hospitality experience
• Minimum of 18 years old
• CPR and First Aid certification (or ability to obtain)
• Comfort working independently during solo shifts
• Strong interpersonal and communication skills
• Basic comfort with technology

Preferred

• Experience in a spa, wellness, fitness, or recovery environment
• Retail or product sales experience
• Passion for health, wellness, and member-centered service

Physical & Work Requirements

• Ability to stand for extended periods
• Ability to lift and move equipment components as needed
• Ability to perform light cleaning and sanitization tasks throughout the shift

Shifts: Tuesdays and Thursdays 11am - 3pm

Also, need to have availability to pick up shifts/sub on nights and weekends