Team Lead, Customer Service​/HelpDesk

Job Title:

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.
• Oversee member service, ensuring all staff provide excellent customer experience.
• Perform front‑desk related tasks including:
  • Answering phone calls politely and helping with questions or concerns.
  • Taking informational calls.
  • Handling member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meeting and touring potential members through the gym.
  • Facilitating member service issues and questions.
• Provide backup support to the Club Manager and assist with team member management.
• Ensure adherence to all company policies and procedures.
• Create and maintain a positive club image.
• Oversee cleanliness and overall appearance of the gym.
• Assist in managing marketing efforts and train staff on current promotions.
• Order supplies, keep inventory, and track reports as needed.

• Customer Service:
  Communicate and interact with customers, coworkers, and the public in a way that exceeds expectations.
• Listening:
  Actively listen to customers and coworkers, empathize, and collaborate to solve problems.
• Problem Solving:
  Recognize and define problems, analyze information, propose solutions, and seek additional assistance when necessary.
• 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 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.
• Lift up to 50 lbs. less than 30% of the time.

• Merit raises twice yearly.
• Sick time.
• Paid holidays.
• Flexible schedule.
• Health, dental, and vision insurance.
• Critical illness insurance.
• Short‑term disability insurance.
• Accident insurance.
• Voluntary life insurance.
• Pet insurance.
• HSA.
• Advancement opportunities.
• Dollars for Scholars Program.
• Employee Appreciation Program.
• Free membership for self and one family member or friend.
• Team member support team.

Check us out on Linked In at:
Planet Fitness - PF Baseline Fitness

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.