Team Lead, Customer Service​/HelpDesk

Job Title:

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 a positive member experience.

Essential Duties and Responsibilities

• Assist in training and developing staff.
• Assist in member service oversight to ensure all staff provide excellent customer experiences.
• Participate in front desk tasks such as:
• Answering phone calls politely and assisting with questions or concerns.
• Handling information calls.
• Assisting with member check-ins, sign-ups, cancellations, and updating member accounts.
• Greeting potential members and providing gym tours.
• Facilitating member service issues and inquiries.
• Support team member management and provide backup support to the Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help maintain a positive image for the club.
• Assist in overseeing the cleanliness and appearance of the gym.
• Support marketing efforts by ensuring team members are aware of and trained on current promotions.
• Assist in ordering supplies, managing inventory, and tracking reports.

Essential Behavior Requirements

• Customer Service:
  Communicate and interact with customers, coworkers, and the public to exceed expectations.
• Listening:
  Actively listen, empathize, and collaborate to resolve issues.
• Problem Solving:
  Recognize, analyze, and resolve problems, seeking assistance when necessary.
• Diplomacy:
  Demonstrate tact and appropriate behavior in all interactions.
• Communication:
  Maintain timely communication with team members and supervisors to enhance productivity and prevent misunderstandings.

Minimum Qualifications

• Honesty and a strong work ethic.
• Excellent customer service skills.
• Strong communication, organizational, and leadership skills.
• Basic computer skills.

Physical Demands

• Standing and walking for at least 75% of the shift.
• Talking in person or on the phone for at least 75% of the shift.
• Ability 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
• Opportunities for Advancement

Check us out on Linked In at:
Planet Fitness - PF Baseline Fitness