Team Lead, Customer Service​/HelpDesk

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 great customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls in a polite and friendly manner to assist with questions or concerns.
  • Take info calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meet potential members and provide gym tour.
  • 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; ensure team members are aware of and trained on current marketing promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.
• Maintain customer service excellence by communicating and interacting with customers, coworkers, and the public in a way that exceeds expectations.
• Listen actively, empathize with customers, and work collaboratively to solve problems.
• Apply problem‑solving skills: recognize definitions, analyze information, encourage alternative solutions, and seek assistance when needed.
• Demonstrate diplomacy, using appropriate behavior and language in all interactions.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• 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, empathize, 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 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.
• 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.

• 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