Team Lead, Customer Service​/HelpDesk

Job Summary

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

Team Lead

Club Manager

• Assist in training and developing staff.
• Assist in member service oversight, ensuring all staff provide excellent customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and help with questions or concerns.
  • Take informational 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.
• Create and maintain a positive image for the club.
• Oversee 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, coworkers, and the public in a way that exceeds their wants and needs.
• Listening:
  Actively listen, empathize, and work collaboratively to solve problems.
• Problem Solving:
  Recognize and define problems; analyze relevant information; encourage alternative solutions; plan 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.

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

• Stand and walk at least 75% of the shift
• Talk in person or on the phone at least 75% of the shift
• Lifts 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