Team Lead, Customer Service​/HelpDesk

Job Title:

Team Lead

Reports to:

Club Manager

Status:
Full Time / Supervisor / Non-Exempt

Job Summary

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

Essential Duties and Responsibilities

• Assist in training and developing staff.
• Oversee member service to ensure all staff provide excellent customer experiences.
• Handle front desk tasks such as answering phone calls, assisting with questions, member check-ins, sign-ups, cancellations, and updating member accounts.
• Engage with potential members, provide gym tours, and facilitate member service issues.
• Support team management and back up the Club Manager as needed.
• Ensure adherence to company policies and procedures.
• Help maintain a positive image and oversee the cleanliness and appearance of the gym.
• Assist in managing marketing efforts and ensure team awareness and training on current promotions.
• Assist with ordering supplies, managing inventory, and tracking reports.

Essential Behavior Requirements

• Customer Service:
  Communicate effectively to exceed customer expectations.
• Listening:
  Actively listen, empathize, and collaborate to solve problems.
• Problem Solving:
  Recognize issues, analyze information, and seek solutions or assistance.
• Diplomacy:
  Interact tactfully and professionally.
• Communication:
  Maintain timely and clear communication with team members and supervisors.

Minimum Qualifications

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

Physical Demands

• Stand and walk for at least 75% of the shift.
• Communicate in person or on the phone for at least 75% of the shift.
• Lift up to 50 lbs. less than 30% of the time.

Benefits

• 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, Short Term Disability, Accident, Voluntary Life, and Pet Insurance
• HSA and Advancement Opportunities

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