Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

Club Manager

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 to ensure all staff provide a great customer experience.
• Front‑desk related tasks: answering phone calls politely, taking information calls, handling member check‑ins, sign‑ups, cancellations, and updating account information.
• Meet and greet potential members and provide gym tours.
• Facilitate member service issues and questions.
• Provide backup support to the Club Manager and manage team members as needed.
• Ensure adherence to company policies and procedures.
• Create and maintain a positive image for the club.
• Oversee cleanliness and appearance of the gym.
• Manage marketing efforts and ensure team members are trained on current promotions.
• Order supplies, keep inventory records, and track reports.

• Customer service: communicate and interact with customers and coworkers in a way that exceeds their wants and needs.
• Listening: actively listen, empathize, and work together to solve problems.
• Problem solving: recognize, define, analyse, and propose solutions; seek help 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 prevent misunderstandings.

• Honesty and strong work ethic.
• Strong customer‑service skills.
• Strong communication, organisational and leadership skills.
• Basic computer proficiency.

• Standing and walking for at least 75% of the shift.
• Talking in person or on the phone for at least 75% of the shift.
• Ability to lift up to 50 lbs less than 30% of the time.

• Bonus based on performance.
• Dental insurance.
• Health insurance.
• Vision insurance.
• Paid time off.
• Employee discounts.
• Opportunity for advancement.
• Dollars for Scholars Program.
• Employee Appreciation Program.
• Free membership for self and one family member or friend.
• Team Member Support Team.
• Critical Illness insurance.
• Short‑term disability insurance.
• Accident insurance.
• Voluntary life insurance.
• Pet insurance.
• Health Savings Account (HSA).