Team Lead, Customer Service​/HelpDesk

Job Summary

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 to ensure all staff provide a great customer experience.
• Front‑desk duties:
  • Answer calls politely and help with inquiries.
  • Take information calls.
  • Assist member check‑ins, sign‑ups, cancellations, and update account information.
  • Meet potential members and provide gym tours.
  • Facilitate member service issues and questions.
• Assist with team member management and provide backup support to the Club Manager as needed.
• Enforce adherence to all company policies and procedures.
• Create and maintain a positive club image.
• Oversee cleanliness and appearance of the gym.
• Manage marketing efforts and ensure team members are trained on current promotions.
• Order supplies, maintain inventory, and track reports as required.
• Provide exceptional customer service and communicate with members, coworkers, and the public.
• Listen actively, empathize, and collaborate to solve problems.
• Identify and analyze problems, propose solutions, and seek assistance when needed.
• Demonstrate diplomacy and appropriate behavior in all interactions.
• Maintain timely communication with team members and supervisors to increase productivity.

• Customer Service: communicate and interact with customers, coworkers and the public in a way that exceeds expectations.
• Listening: actively listen, empathize, and collaborate to solve problems.
• Problem Solving: recognize and define problems, analyze information, propose solutions.
• Diplomacy: demonstrate tact and skill in all interactions while using appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to prevent misunderstandings.

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

• Stand and walk at least 75% of the shift.
• Talk in person or on the phone at least 75% of the shift.
• Lifts up to 50 lbs. less than 30% of the time.

• Dental insurance
• Employee discounts
• Flexible schedule
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Dollar 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

Job Title:

Team Lead

Reports to:

Club Manager

Status:
Full Time/Supervisor/Non-Exempt

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.