Team Lead

Core Responsibilities

• Answer phones and emails to accommodate customer needs; troubleshoot booking challenges to secure them.
• Aid customers at check-in, create and receive invoices, take payments, and perform overrides at check-in.
• Resolve customer complaints and escalate to the Store Leader as needed.
• Communicate the status of the facility, including each room, to ensure the best customer experience.
• Understand and apply Activate Programs in compliance with company standards.
• Train new employees, lead with knowledge, focusing on customer success; coach and foster relationships with incoming potential customers, existing employees, and management.
• Oversee staff and delegate tasks, supporting them throughout the scheduled shift; facilitate solution-minded processes for customer questions, complaints, and issues, leading and emulating Activate values.
• Assess and manage maintenance requirements related to inventory management and componentry; maintain rooms by delegating cleaning, painting, and maintenance tasks.
• Track and maintain inventory for all maintenance, merchandise, and vending products; communicate needs to the Store Leader.
• Identify maintenance needs and coordinate provisioning appointments with the Store Leader.

Qualifications

• 1-2 years of previous experience in a similar role with a strong focus on customer engagement.
• Demonstrated ability to collaborate and oversee a team of 10+.
• Proficiency in using hand and power tools.
• Proficiency in Microsoft Office and related software.