Team Lead, Customer Service​/HelpDesk

Job Summary

Responsible for assisting in the oversight of gym operations to ensure positive member experience.

Team Lead

Reports to:

Club Manager

Status:
Full Time/Supervisor/Non-Exempt

• Assist in training and developing staff.
• Assist in member service oversight ensuring all staff provide exceptional customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and friendly.
  • Take information calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meet potential members and provide gym tours.
  • Facilitate member service issues and questions.
• Assist with team member management and provide backup support to Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Create and maintain a positive image for the club.
• Assist in overseeing cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are trained on current promotions.
• Assist in ordering supplies, keeping inventory and tracking reports.

• Customer Service: communicate and interact with customers (including coworkers and the public) exceeding their wants and needs.
• Listening: actively listen, empathize, and work together to solve problems.
• Problem Solving: recognize and define problems, analyze information, encourage alternative solutions, plan to resolve situations, and seek assistance as needed.
• Diplomacy: demonstrate tact and skill in all interactions using appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Honesty and good work ethic.
• Strong customer service skills.
• Strong communication, organizational and leadership skills.
• Basic computer proficiency.

• Standing and walking at least 75% of the shift.
• Talking in person or on the phone at least 75% of the shift.
• Must be able to lift 50 lbs less than 30% of the time.

• Employee discounts
• Flexible schedule
• Free uniforms
• Training & development
• Dollars for Scholars Program
• Employee Appreciation Program
• Free Membership for self and one family member or friend
• Team Member Support Team
• Health, Dental and Vision Insurance
• Critical Illness Insurance
• Short Term Disability Insurance
• Accident Insurance
• Voluntary Life Insurance
• Pet Insurance
• HSA
• Advancement Opportunities

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.