Team Lead, Customer Service​/HelpDesk

Team Lead – Baseline Fitness

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.
• Assist in member service oversight ensuring team provides great customer experience.
• Front desk tasks: answering phone calls, taking info calls, handling member check‑ins, sign‑ups, cancellations, updating accounts, giving gym tours, facilitating member service issues.
• Provide backup support to Club Manager and manage team member scheduling.
• Ensure adherence to company policies and procedures.
• Maintain positive image for the club.
• Monitor cleanliness and appearance of gym.
• Assist in managing marketing efforts, ensuring staff aware of current promotions.
• Order supplies, keep inventory, track reports.
• Communicate timely with team members and supervisors.

• Customer Service – exceed customer wants and needs.
• Listening – actively listen, empathize, solve problems.
• Problem Solving – identify, analyze, propose solutions, seek assistance if needed.
• Diplomacy – demonstrate tact and skill in all interactions.
• Communication – maintain timely communication with team and supervisors.

• 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 phone at least 75% of the shift.
• 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
• Voluntary Life Insurance
• Pet Insurance
• HSA
• Advancement Opportunities

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 franchisee employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.