Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

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

• Assist in training and developing staff.
• Oversee member service to provide excellent customer experience.
• Front desk related tasks:
  • Answer phone calls in a polite and friendly manner.
  • Take information calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and update member accounts.
  • Provide gym tours to prospective members.
  • 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.
• Help create and maintain a positive image for the club.
• Assist in overseeing cleanliness and appearance of the gym.
• Assist in managing marketing efforts and train staff on current 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 desired needs.
• Actively listen, empathize, and work together to solve problems.
• Recognize, define, analyze, and plan problem resolution; seek assistance when needed.
• Demonstrate tact and skill in all interactions with appropriate behavior and language.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Customer Service: exceed customer wants and needs.
• Listening: actively listen, empathize, and solve problems.
• Problem Solving: analyze and plan resolution; seek help when needed.
• Diplomacy: use tact and skill in interactions.
• Communication: maintain timely communication to increase productivity.

• 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.
• Employee discounts.
• Free uniforms.
• Opportunity for advancement.
• Training & development.
• Vision insurance.
• Wellness resources.

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.