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.
• Delegate tasks to staff and support them throughout the scheduled shift.
• Facilitate solution-minded processes for customer questions, complaints, and issues, leading by Activate values.
• Understand and assess maintenance requirements related to inventory management and componentry.
• Maintain the rooms by delegating cleaning, painting, and any required maintenance.
• Track and maintain inventory for all maintenance, merchandise, and vending products and communicate needs to the Store Leader.
• Identify maintenance needs and work with the Store Leader on provisioning appointments when necessary, keeping updated and accurate notes of related activities.

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 the use of hand and power tools.
• Proficiency in Microsoft Office and related software.

Working Environment

• Capacity to lift and carry merchandise, supplies, and equipment weighing up to a certain limit, as required for stocking shelves, organizing inventory, and completing store tasks.
• Ability to bend, stoop, and reach to access merchandise, perform cleaning and maintenance tasks, and ensure the overall presentation and organization of the store.
• Standing for extended periods, typically 8 hours.
• Regular use of maintenance equipment such as hand and power tools, with occasional use of a ladder.
• Comfortable working in an environment with bright flashing lights, loud music, and fog.
• Wearing personal protective equipment (PPE), properly handling and storing cleaning chemicals, and following established safety protocols.
• Willingness to work various shifts starting as early as 8 am and ending as late as 1 am.