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.
• Perform front desk related tasks: answering phone calls politely, taking info calls, managing member check‑ins, sign‑ups, cancellations, and updating account information; conducting gym tours for potential members; addressing member service issues.
• Support 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 and oversee cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are aware and trained on current promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.
• Demonstrate customer service: communicate and interact with customers and coworkers in a way that exceeds expectations.
• Active listening: empathize with customers and coworkers, and work collaboratively to solve problems.
• Problem solving: recognize, define, and analyze problems; encourage alternative solutions; seek assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions with appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and avoid misunderstandings.

• Customer Service: exceed customer wants and needs.
• Listening: actively listen, empathize, and resolve issues.
• Problem Solving: recognize, define, analyze, and resolve issues.
• Diplomacy: use tact and skill in interactions.
• Communication: keep communication timely and clear.

• Honesty and strong work ethic.
• Strong customer service skills.
• Strong 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.
• Lift up 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

Equality, Diversity, and Inclusion Statement: 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.