Team Lead, Customer Service​/HelpDesk

Job Title:

Team Lead

Reports to:

Club Manager

Status:
Full Time / Supervisor / Non-Exempt

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 and ensure all staff provide great customer experience.
• Handle front desk related tasks: answering phone calls politely, taking info calls, assisting with member check‑ins, sign‑ups, cancellations and account updates, greeting potential members and providing gym tours, and facilitating 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.
• Create and maintain a positive image for the club and oversee cleanliness and appearance of the gym.
• Manage marketing efforts by keeping team members informed and trained on current promotions.
• Order supplies, keep inventory, and track reports as needed.
• Communicate customer service excellence: listen actively, empathize, solve problems, demonstrate diplomacy, and maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Customer Service: communicate in a manner that meets or exceeds customers’ needs.
• Listening: actively listen and empathize with customers and coworkers.
• Problem Solving: recognize and define problems, analyze information, propose solutions, and seek assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions.
• Communication: maintain timely communication with team members and supervisors.

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

• Standing and walking ≥75% of the shift.
• Talking in person or on the phone ≥75% of the shift.
• Lift up to 50 lbs less than 30% of the time.

• Employee discounts.
• Flexible schedule.
• Free uniforms.
• Health, Dental and Vision Insurance.
• Training & development.
• 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.