Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

Responsible for assisting in the oversight of gym operations to ensure a positive member experience.

Club Manager

• 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:
  • Answering phone calls in a polite and friendly manner to assist with questions or concerns.
  • Taking information calls.
  • Assist in member check‑ins, sign‑ups, cancellations, and updating member 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.
• 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, ensuring team members are aware of and trained on current marketing promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.

• Customer Service:
  Communicate and interact with customers (including coworkers and the public) in a way that exceeds their wants and needs.
• Listening:
  Actively listen to customers, empathize, and work together to solve problems.
• 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 or disagreements.

• 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 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