Team Lead, Customer Service​/HelpDesk

Job Summary

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, assisting in member check‑ins, sign‑ups, cancellations, and updating member account information, greeting/meeting potential members and providing gym tours, facilitating member service issues and questions.
• Assist with team member management and provide backup support to the Club Manager as needed.
• Ensuring 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; make sure 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) in a way that exceeds the customer’s wants and needs.
• Listening: actively listen to customers, (including coworkers and the public), empathize, see the situation from the customer’s perspective, and work together to solve the problem.
• Problem Solving: recognize and define problems; analyze relevant information; encourage alternative solutions and 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 to prevent misunderstandings or disagreements from arising.

• 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 to 50 lbs. less than 30% of the time

• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Dollar 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

• Job Title:
  
  Team Lead
• Reports to:
  
  Club Manager
• Status:
  Full Time/Supervisor/Non-Exempt
• Work Days:
  Saturday - Wednesday
• Days Off:
  Thursday & Friday