Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

Reports to:

Club Manager
Status:
Full Time/Supervisor/Non-Exempt

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

• Assist in training and developing staff.
• Assist in member service oversight, making sure all staff provide great customer experience.
• Very involved in front desk related tasks:
  • Answering phone calls in a polite and friendly manner to assist with questions or concerns.
  • Taking info calls.
  • Assist in member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Great/meet potential members and provide gym tour.
  • Assist in facilitating 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.
• Help create and maintain a positive image for the club.
• Assist overseeing cleanliness and appearance of gym.
• Assist in managing marketing efforts; ensuring team members are aware and trained on all current marketing promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.
• Customer Service: communicate and interact with customers (including coworkers and the public) to exceed their expectations.
• Listening: actively listen to customers (including coworkers and the public), empathize, and work together to solve problems.
• Problem Solving: recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; 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 from arising.

• Customer Service: communicate and interact with customers to exceed expectations.
• Listening: actively listen, empathize, and collaborate to solve problems.
• Problem Solving: recognize, analyze, and address problems with alternative solutions.
• Diplomacy: demonstrate tact and appropriate language in all interactions.
• Communication: maintain timely communication 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 up to 50 lbs. less than 30% of the time.

• 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.