Team Lead, Customer Service​/HelpDesk

Job Summary

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.
• Perform front desk related tasks, including: answering phone calls politely, handling information calls, managing member check‑ins, sign‑ups, cancellations, and updating account information, meeting potential members and providing gym tours, facilitating member service issues and questions.
• Assist with team member management and provide backup support to Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help create and maintain a positive image for the club while ensuring cleanliness and appearance of the gym is maintained.
• Manage marketing efforts, making sure team members are aware of and trained on all current promotions.
• Order supplies, maintain inventory and track reports as needed.
• Communicate timely with team members and supervisors to increase productivity and prevent misunderstandings.

• 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, 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 – maintains timely communication with team members and supervisors to increase productivity and prevent misunderstandings or disagreements.

• 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
• Employee discounts
• Free uniforms
• Paid time off
• Training & development
• Opportunity for advancement

Wednesday - Saturday;
Days Off:
Thursday & Friday