Team Lead, Customer Service​/HelpDesk

Team Lead

Reports to:

Club Manager

Status:
Full Time/Supervisor/Non-Exempt

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 to ensure all staff provide great customer experience.
• Very involved in front desk related tasks: answer phone calls politely, take information calls, facilitate member check‑ins, sign‑ups, cancellations, and update member account information.
• Provide gym tours and meet potential members.
• Assist in addressing 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 the cleanliness and appearance of the gym.
• Assist in managing marketing efforts and ensure team members are trained on current marketing promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.
• Communicate and interact with customers, coworkers, and the public in a way that exceeds expectations.
• Actively listen to and empathize with customers to help solve problems.
• Recognize and define problems, analyze relevant information, encourage alternative solutions, and plan to resolve situations.
• Demonstrate tact and skill in all interactions, using appropriate behavior and language.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Excellent customer service communication and interaction skills.
• Active listening and empathy to understand and solve problems.
• Strong problem–solving capabilities, including analysis and alternative solutions.
• Diplomacy and tact in all interactions with appropriate language and behavior.
• Effective communication with team members and supervisors to maintain productivity and clarity.

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

• Standing and walking for at least 75% of the shift.
• Talking in person or on the phone for at least 75% of the shift.
• Must be able to lift up to 50 lbs. less than 30% of the time.

• Dental insurance
• Health insurance
• Vision insurance
• Wellness resources
• Training & development
• Opportunity for advancement
• Dollars for Scholars Program
• Employee Appreciation Program
• Free Membership for self and one family member or friend
• Team Member Support Team
• 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.