Customer Service Manager

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Management Sandia, Albuquerque, NM, US

2 days ago Requisition

Salary Range: $45,000.00 To $55,000.00 Annually

Location: All club facilities
Reports to:General Manager
Supervises:Greet / Play Team
Status:Exempt / Full-time

The Customer Service Manager at Defined Fitness takes the lead to ensure every member's journey is exceptional. You are relentless in pursuit of member satisfaction, retention, set the pace for excellence and are fueled by enthusiasm. You jump higher, reach further, and push harder than anyone to ensure our community feels supported. You are diligent, determined to inspire, empower, and support a culture of hospitality while improving the lives of team members and members.

You are Defined Fitness. The Customer Service Manager is the driver of the club’s atmosphere and financial integrity. Your DRIVE continues to elevate the member experience and retention through the "no judgments" philosophy. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of all interactions and transaction, and ensure our facility remains the community’s favorite gym by demonstrating the following qualities:

• Team-oriented, passionate and motivational
• Strong interpersonal and conflict resolution skills

• Oversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard
• Execute strategies for member retention through appreciation events, open houses, and personalized outreach
• Primary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolution
• Manage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experience
• Support club social media presence by reflecting our values and professionalism in digital member interactions
• Accurate processing of membership dues, personal training agreements, and ancillary revenue (retail/concessions)
• Completion of Daily Sales Reports (DSR) by 10 AM and perform revenue breakouts in Quick Books
• Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances
• Communication of month-end AR reports, deferred revenue reports, and trend analysis (year-over-year) to the accounting team.
• Recruit, hire, train, and retain a highly functioning staff.
• Conduct weekly training sessions on member billing systems, POS software, and the "Defined Way" of hospitality
• Partner with General Manager to optimize member flow, facility detailing and lead facility during their absence
• Participate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.

• Reduced Revenue Loss
  :
  Measurable decrease in chargebacks, billing disputes, and unpaid balances
• Member Retention
  : A decline in avoidable cancellations and improved member satisfaction scores
• Operational Efficiency
  :
  Faster resolution times for member inquiries and positive feedback from club staff
• Strategic Growth: Providing accurate data and trends to help forecast budgeting and growth planning

KPI Minimums

Club

Personal

Member Collection Calls

150

45

Member Welcome Calls

50

20

Past Due Collections

100

35

New Member Units

200

20

ACH Attachment

90%

90%

Fresh Start Program

15%

15%

3
- Pack Attachment

20%

20%

• Minimum of two (2) years’ management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)
• Bachelor’s degree in business administration or related field preferred
• PC literate including Microsoft Office (excel proficiency) and…