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 a positive member experience.

• Assist in training and developing staff.
• Assist in member service oversight ensuring all staff provide excellent customer experience.
• Perform front desk related tasks such as answering phone calls politely, handling information calls, and managing member check‑ins, sign‑ups, cancellations, and account updates.
• Provide gym tours and engage potential members.
• Address and facilitate member service issues and questions.
• Support team member management and back‑up the Club Manager as needed.
• Ensure adherence to company policies and procedures.
• Create and maintain a positive club image, cleanliness, and appearance.
• Assist with marketing efforts, training staff on current promotions.
• Order supplies, maintain inventory, and track reports as needed.
• Communicate with team members and supervisors to increase productivity and prevent misunderstandings.

• Customer service: communicate and interact with customers and coworkers in a way that exceeds expectations.
• Listening: actively listen and empathize with customers and coworkers.
• Problem solving: recognize and define problems, analyze information, encourage alternative solutions and plan to resolve situations.
• Diplomacy: demonstrate tact and skill in all interactions.
• Communication: maintain timely communication with team members and supervisors.

• Honesty and a strong 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.

• Free uniforms.
• Opportunity for advancement.
• 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.

EEO Statement
:
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.