Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

Club Manager

Full Time / Supervisor / Non-Exempt

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

• Assist in training and developing staff.
• Assist in member service oversight ensuring that all staff provide a great customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and help with questions or concerns.
  • Take information calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and updates to member accounts.
  • Meet potential members and provide gym tours.
  • Assist in facilitating member service issues and questions.
• Assist with team member management and provide backup support to the Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help 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 aware of and trained on current promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.

• Customer Service: communicate and interact with customers in a way that exceeds their wants and needs.
• Listening: actively listen to customers, empathize, and work together to solve problems.
• Problem Solving: recognize and define problems; analyze relevant information; encourage alternative solutions and plan resolutions; seek additional assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions while using appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings or disagreements.

• 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 up to 50 lbs. less than 30% of the time.

• Competitive salary.
• Dental insurance.
• Employee discounts.
• Health insurance.
• Paid time off.
• Vision insurance.
• Dollars for Scholars Program.
• Employee Appreciation Program.
• Free membership for self and one family member or friend.
• Team Member Support Team.
• Critical Illness Insurance.
• Short Term Disability Insurance.
• Accident Insurance.
• Voluntary Life Insurance.
• Pet Insurance.
• HSA.
• Advancement Opportunities.