Team Lead, Customer Service​/HelpDesk

Job Title

Team Lead

Club Manager

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 staff provide a great customer experience.
• Very involved in front‑desk related tasks:
  • Answering phone calls politely and friendly to assist with questions or concerns.
  • Taking information calls.
  • Assisting with member check‑ins, sign‑ups, cancellations, and updating member account information.
  • Meeting potential members and providing gym tours.
  • Facilitating member service issues and answering questions.
• Assist with team‑member management and provide backup support to the Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help create and maintain a positive image for the club.
• Oversee cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are trained on all current promotions.
• Assist in ordering supplies, keeping inventory, and tracking reports as needed.
• Communicate and interact with customers, coworkers, and the public to exceed their wants and needs.
• Actively listen to customers and empathize with their perspectives to solve problems.
• Recognize, define, and solve problems, encouraging alternative solutions and seeking assistance when needed.
• Demonstrate tact and skill in all interactions using appropriate behavior and language.
• Maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

• Customer Service:
  Communicates and interacts with customers, coworkers, and the public to exceed their wants and needs.
• Listening:
  Actively listens to customers, empathizes, and works together to solve the problem.
• Problem Solving:
  Recognizes and defines problems, analyzes relevant information, encourages alternative solutions, and plans to resolve situations.
• Diplomacy:
  Demonstrates tact and skill in all interactions using appropriate behavior and language.
• Communication:
  Maintains 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 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 franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.