Team Lead, Customer Service​/HelpDesk

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, ensuring all staff provide great customer experience.
• Handle front desk tasks: answering phone calls politely and friendly, taking information calls, assisting with member check‑ins, sign‑ups, cancellations, and account updates.
• Meet and greet potential members and provide gym tours.
• Facilitate member service issues and questions.
• Manage team member roster and provide backup support to the Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Maintain a positive club image and oversee cleanliness and appearance of the gym.
• Assist in managing marketing efforts; ensure team members are trained on current promotions.
• Order supplies, manage inventory and track reports.

• 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

• Customer Service: communicate and interact with customers, coworkers, and the public in a way that exceeds expectations.
• Listening: actively listen, empathize, and work together to solve problems.
• Problem Solving: recognize and define problems, analyze information, encourage alternative solutions, and plan resolutions.
• Diplomacy: demonstrate tact and skill in all interactions using appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• 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 up to 50 lbs less than 30% of the time

Mid‑Senior level

Full‑time

Information Technology

Wellness and Fitness Services