Team Lead, Customer Service​/HelpDesk

Team Lead

Reports to:

Club Manager

Status:
Full Time / Supervisor / Non-Exempt

Job Summary

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

Essential Duties And Responsibilities

• Assist in training and developing staff.
• Assist in member service oversight, ensuring all staff provide great customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and friendly to assist with questions or concerns.
  • 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 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 and trained on all current promotions.
• Assist in ordering supplies, keeping inventory and tracking reports as needed.

Essential Behavior Requirements

• Customer Service: communicate and interact with customers (including coworkers and the public) in a way that exceeds their wants and needs.
• Listening: actively listen to customers (including coworkers and the public), empathize and see the situation from their perspective, and work together to solve the problem.
• 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.

Minimum Qualifications

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

Physical Demands

• 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

Benefits

• 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.