Team Lead, Customer Service​/HelpDesk

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

Essential Duties and Responsibilities Assist in training and developing staff.

Assist in member service oversight making sure 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 info calls.

Assist in member check-ins, sign-ups, cancellations, and updating member account information.

Great/meet potential members and provide gym tour.

Assist to facilitate member service issues and questions.

Assist with team member management and provide backup support to Club Manager as needed.

Ensuring adherence to all company policies and procedures.

Help create and maintain a positive image for the club.

Assist overseeing cleanliness and appearance of gym.

Assist in managing marketing efforts. Making sure team members are aware and trained on all current marketing promotions.

Assist in ordering supplies, keeping inventory and tracking reports as needed.

Benefits 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

HSAAdvancement Opportunities Essential Behavior Requirements Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.

Listening: actively listens to customers, (includes coworkers and the public) empathizes (sees the situation from the customer’s perspective) and works together to solve the problem.

Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.

Diplomacy: demonstrates tact and skill in all interactions while using appropriate behavior and language.

Communication:
Ability to maintain timely communication with team members and supervisors to increase productivity and to prevent misunderstandings or disagreements from arising.

Minimum Qualifications Honesty and good work ethic

Strong customer service skills

Strong communication, organizational and leadership skills

Basic computer proficiency

Physical Demands 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 to 50 lbs. less than 30% of the time.
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