Team Lead, Customer Service​/HelpDesk

Team Lead

Reports to:

Club Manager

Status:
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, ensuring all staff provide a great customer experience.
• Very involved in front desk related tasks:
  • Answer phone calls politely and friendly to assist with questions or concerns.
  • Take information calls.
  • Assist in member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meet potential members and provide a gym tour.
  • 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.
• Oversee cleanliness and appearance of the gym.
• Manage marketing efforts, ensuring staff are aware and trained on current promotions.
• Order supplies, keep inventory, and track reports as required.
• Communicate and interact with customers, coworkers, and the public in a customer‑centric manner.
• Listen actively, empathize, and collaborate to solve problems.
• Recognize and define problems, analyze information, encourage alternative solutions, and plan to resolve situations.
• Demonstrate diplomacy in all interactions, using appropriate behavior and language.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Customer Service: communicate and interact with customers (including coworkers and the public) to exceed their wants and needs.
• Listening: actively listen, empathize, and collaborate to solve problems.
• Problem Solving: recognize, define, analyze and plan to resolve situations; seek assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions.
• Communication: maintain timely communication with team members and supervisors.

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

• Stand and walk at least 75% of the shift.
• Talk in person or on the phone at least 75% of the shift.
• 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.

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.

Join the club. Enhancing people’s lives with an affordable, high‑quality fitness experience requires a team of inspiring, motivated and fun‑loving go‑getters. This position is ideal for someone who enjoys making a difference in a customer’s life.