Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead – Home Care – Raleigh, NC

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

• 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 politely and friendly, taking info calls, assisting with 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.
• Customer Service: communicates and interacts with customers in a way that exceeds the customer’s wants and needs.
• Listening: actively listens to customers, empathizes, 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 prevent misunderstandings.

• Customer Service: exceeds customer wants and needs.
• Listening: active listening and empathy to solve problems.
• Problem Solving: defines problems, analyzes information, encourages solutions.
• Diplomacy: tact and skill in interactions.
• Communication: timely communication with team members and supervisors.

• 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 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.