A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
DEFY Studio & Wellness is a fitness and recovery studio built around the idea that wellness should be intentional, elevated, and accessible in one place. We offer small, instructor-led classes including Strength Training, Yoga, and Low-Impact Cardio alongside wellness and recovery services such as Red Light Therapy, Halotherapy (Salt Therapy), Infrared Sauna, Compression Therapy and other Restorative Offerings. Our goal is to provide a space where members of our community can move, recover, and reconnect with themselves without needing to visit multiple studios to support their full wellness routine. At DEFY, we strive to create an environment where clients feel welcomed, supported, and empowered in their individual journeys - leaving each visit feeling stronger, rejuvenated, and truly cared for.
Position Summary:
The Client Experience Specialistis responsible for creating a welcoming and positive first impression for all clients entering the studio while supporting daily front-of-house operations. This role assists with client check-ins, bookings, and membership management, while also playing an important role in studio sales, membership renewals, and client engagement. The ideal candidate has strong customer service and sales skills and is motivated to help grow the studio community by promoting memberships, retail, and wellness services. The Client Experience Specialist helps ensure a smooth, organized client experience while maintaining the elevated and intentional atmosphere of the studio.
Key Responsibilities:
Greet clients and guests warmly upon arrival and assist with check-in. Own front-desk level sales by consistently following up with leads, nurturing prospects, and converting trials into memberships to support studio growth goals. Answer phone calls, emails, and in-person inquiries regarding classes, memberships, and wellness services. Assist clients with booking classes and wellness appointments through DEFY's scheduling software. Support membership sales by explaining studio offerings, pricing options, and promotions. Maintain accurate client profiles, waivers, and membership information in the booking system. Ensure the front desk, common areas and studios remain clean, organized, and welcoming. Assist with retail sales and merchandise display as applicable. Monitor class attendance and communicate with instructors as needed. Support opening and closing procedures for the studio. Address client questions or concerns professionally and escalate issues to management when appropriate. Help maintain a positive, community-focused studio environment. Any other duties as assigned.
Qualifications:
Passion for connecting with clients and naturally translating that into membership and retail sales. Previous customer service , front desk, or sales experience preferred. Comfortable initiating client conversations and guiding them toward solutions that support their wellness goals. Confident in overcoming objections with empathy, education, and integrity. Strong communication and interpersonal skills with a friendly, professional demeanor. Results-driven mindset with a commitment to both client experience and achieving sales goals. Comfortable using booking software, point-of-sale systems, and basic computer programs. Basic math and technology understanding to process client transactions (digital payments). Ability to multitask and stay organized in a fast-paced environment. Passion for health, fitness, and wellness is a must. Reliable, punctual, and detail-oriented. Ability to work flexible hours, including early mornings, evenings, weekends, and holidays. Ability to open and / or close the studio independently. Must be legally authorized to work in the United States.
Compensation & Benefits:
$18 / hour Complimentary Fitness Classes & Wellness Services Retail Discounts Commission and potential additional earnings based on performance Flexible scheduling, overtime opportunities for some holidays Opportunities for growth and development within the company Supportive, team-oriented work environment
