Team Lead, Customer Service​/HelpDesk

Join to apply for the Team Lead role at Baseline Fitness
.

Responsible for assisting in the oversight of gym operations to ensure a positive member experience.

Reports to:

Club Manager

Status:
Full Time/Supervisor/Non-Exempt

• Assist in training and developing staff.
• Assist in member service oversight ensuring all staff provide great customer experience.
• Very involved in front desk related tasks:
• Answering phone calls in a polite and friendly manner to assist with questions or concerns.
• Taking information calls.
• Assist in member check-ins, sign-ups, cancellations, and updating member account information.
• Meet potential members and provide gym tour.
• Assist to facilitate member service issues and questions.
• Assist with team member management and provide backup support to Club Manager as needed.
• Ensuring adherence to all company policies and procedures.
• Help create and maintain a positive image for the club.
• Assist overseeing cleanliness and appearance of gym.
• Assist in managing marketing efforts, ensuring team members are aware and trained on all current marketing promotions.
• Assist in ordering supplies, keeping inventory and tracking reports as needed.

• Customer Service: communicate and interact with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
• Listening: actively listen to customers, empathize and work together to solve the problem.
• Problem Solving: recognize and define problems; analyze relevant information; encourage alternative solutions and plan to resolve situations; seek additional assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions while using appropriate behavior and language.
• Communication: maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings or disagreements from arising.

• 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.

• 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.