Team Lead, Customer Service​/HelpDesk

Team Lead – 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 great customer experiences.
• Very involved in front desk related tasks:
  • Answer phone calls politely and friendly.
  • Taken info calls.
  • Assist with member check‑ins, sign‑ups, cancellations, and updating account information.
  • Greet and provide gym tours for potential members.
  • 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 and train staff on current promotions.
• Assist in ordering supplies, maintaining inventory and tracking reports.

• Customer service – communicate and interact with customers, coworkers and the public in a way that exceeds their wants and needs.
• Listening – actively listen and empathize, seeing things from the customer’s perspective and work together to solve problems.
• Problem solving – recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seek 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.

• Honesty and strong 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

Compensation: $13.50 per hour.

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.