Team Lead, Customer Service​/HelpDesk

Overview

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 a 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.
• Assist in member check-ins, sign-ups, cancellations, and updating member account information.
• Meet potential members and provide gym tours.
• Assist in facilitating member service issues and questions.
• Assist with team member management and provide backup support to 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 cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are aware of and trained on current marketing promotions.
• Assist in ordering supplies, keeping inventory and tracking reports as needed.

• Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
• Listening: actively listens to customers, empathetically considers their perspective and works to solve problems.
• Problem Solving: recognizes and defines problems, analyzes relevant information, encourages alternative solutions, and plans to resolve situations; seeks additional assistance when needed.
• Diplomacy: demonstrates tact and appropriate behavior and language in all interactions.
• Communication: maintains timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• 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
• Speaking and listening 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

• 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