Client Care Coordinator

At NRG Studios Allstars, we believe every child deserves to feel seen, valued and celebrated.

As our Client Care Coordinator, you will be the heart of our studio. You will be the first smile our families see when they arrive and the last person they speak to before they leave.

Your role is to create an exceptional customer experience for every child and parent who walks through our doors.

From welcoming new families, helping nervous children settle into class, assisting with uniforms and answering questions, through to supporting our coaches and keeping the studio running smoothly - you'll play a vital role in helping families fall in love with NRG.

This role is perfect for someone who genuinely loves people, thrives in a busy environment and enjoys creating meaningful connections.

Our Mission

To nurture children so fiercely and tenderly - building the confidence to be fully themselves, the courage to face any challenge, and the strength to lift others as they rise.

About the Role

As the Client Care Coordinator, you are responsible for creating a premium experience for every family who visits NRG Studios.

You will ensure every child feels welcomed, every parent feels supported, and every interaction reflects our values of Respect, Accountability, Kindness, Passion, Quality and Family.

Key Responsibilities

Customer Experience

• Welcome every family with warmth and enthusiasm.
• Learn and remember students' and parents' names.
• Make every family feel valued from the moment they arrive.
• Help new families feel comfortable and confident.
• Build genuine relationships with our community in a professional capacity.
• Create a fun, friendly and professional atmosphere throughout the studio.

Trial Families

• Personally welcome every trial family.
• Show new families around the studio.
• Introduce students to their coach.
• Explain how classes run and what to expect.
• Check in with parents during the class.
• Answer questions confidently.
• Assist families with enrolment after their trial.
• Follow up with management regarding trial outcomes.

Reception

• Answer incoming phone calls.
• Respond to emails and general enquiries.
• Process payments.
• Assist with enrolments.
• Assist families with uniforms and merchandise.
• Keep reception organised and welcoming.
• Maintain accurate customer records.

Studio Presentation

• Ensure reception is clean, tidy and inviting.
• Keep the waiting area neat throughout the day.
• Display uniforms and merchandise beautifully.
• Restock brochures and promotional material.
• Ensure the studio always presents to a premium standard.

Student Care

• Help nervous students settle into class.
• Celebrate birthdays and student achievements.
• Notice when children may need additional support.
• Communicate important information to coaches.
• Help create a safe and positive environment.

Administration

• Process general administrative tasks.
• Assist with attendance records.
• Support account enquiries and basic payment follow-up.
• Assist with uniform orders.
• Maintain organised digital and paper records.
• Complete end-of-day reports.

Sales & Enrolments

• Speak confidently about all NRG programs.
• Recommend suitable classes for students.
• Promote additional classes where appropriate.
• Promote holiday programs, workshops and studio events.
• Support enrolment growth through outstanding customer service.

What Success Looks Like

Success in this role isn't measured by how many emails you send or phones you answer.

Success is measured by how our families feel.

Our ideal Client Care Coordinator creates an environment where:

• Every family feels genuinely welcomed.
• Every child feels excited to come to class.
• Parents feel confident they have chosen the right studio.
• Coaches feel supported.
• The reception area reflects the premium standard of NRG.
• Families recommend NRG because of the experience they receive.

Key Performance Indicators (KPIs)Customer Experience

• Every family greeted warmly upon arrival.
• Every new family personally welcomed and shown around.
• Positive parent feedback received regularly.
• High standard of professionalism maintained.

Reception Standards

• Reception and waiting areas maintained to premium presentation standards.
• Uniform displays organised and fully stocked.
• Administrative tasks completed accurately and on time.

Sales & Enrolments

• Trial families welcomed and supported.
• Strong conversion of trial students into enrolled students.
• Appropriate recommendations made for additional classes and programs.

Communication

• Prompt responses to customer enquiries.
• Professional communication with families and staff.
• Accurate record keeping.

Teamwork

• Supports coaches and administration team.
• Takes initiative to solve problems.
• Demonstrates ownership and accountability.

Skills & Experience

We're looking for someone who:

• Has exceptional customer service skills.
• Loves working with children and families.
• Has excellent written and verbal communication.
• Is organised and enjoys keeping things running smoothly.
• Is confident using computers and learning new software.
• Takes initiative without needing constant direction.
• Has outstanding attention to detail.
• Can multitask in a fast-paced environment.
• Is reliable, positive and professional.

Previous reception, administration, hospitality or customer service experience is highly regarded but not essential.

A genuine passion for creating amazing customer experiences is far more important.

Hours

Casual

Monday 1:30-6:30pm

Tuesday 2:30-7:30pm

Wednesday 2:30-7:30pm

Additional hours may be available during school holidays and studio events (roughly 4-5 per year).

Why Join NRG?

When you join NRG Studios, you're joining more than a workplace.

You'll become part of a passionate team committed to changing children's lives through dance, cheerleading and movement.

We offer:

• A supportive and positive workplace culture.
• Ongoing professional development.
• Opportunities to grow within the business.
• A role where you genuinely make a difference every day.
• A team that values kindness, excellence and community.

Our Values

Respect
We treat every child, parent and team member with kindness and dignity.

Accountability
We take ownership of our actions and always strive to improve.

Kindness
We believe kindness changes lives.

Passion
We love what we do and bring energy to every interaction.

Quality
We pursue excellence in everything we do.

Family
We create a community where everyone belongs.

To Apply

Please submit:

• Your resume.
• A short cover letter telling us why you'd be a great fit for NRG Studios.
• Your availability.
• Two professional referees.

Pay: $34.96 per hour

Experience:

• Client Care: 3 years (Preferred)

Work Authorisation:

• Australia (Required)

Work Location: In person