Team Lead, Customer Service​/HelpDesk

Overview

Job Title

Team Lead

Reports to

Club Manager

Status

Full-Time/Non-Exempt

Job Summary

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

Responsibilities

• Assist in training and developing staff.
• Assist in member service oversight, ensuring all staff provide a great customer experience.
• 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.
• Greet potential members and provide gym tours.
• Assist in facilitating member service issues and questions.
• Assist with team member management and provide backup support to Club Manager as needed.
• Ensure adherence to all company policies and procedures.
• Help create and maintain a positive image for the club.
• Assist overseeing cleanliness and appearance of the gym.
• Assist in managing marketing efforts, ensuring team members are aware of and trained on current marketing promotions.
• Assist in ordering supplies, keeping inventory and tracking reports as needed.

Essential Behavior Requirements

• Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customers wants and needs.
• Listening: actively listens to customers, empathizes, and works together to solve problems.
• Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Diplomacy: demonstrates tact and appropriate behavior and language.
• Communication: maintains timely communication with team members and supervisors to increase productivity and prevent misunderstandings.

Minimum Qualifications

• Honesty and good work ethic
• Strong customer service skills
• Strong communication, organizational and leadership skills
• Basic computer proficiency

Physical Demands

• 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

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

Check us out on Linked In at

Planet Fitness - PF Baseline Fitness

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