Team Lead

Reports to: Club Manager | Status: Full Time, Supervisor, Non-Exempt

About the role

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

Responsibilities

• Assist in training and developing staff.
• Assist in member service oversight, ensuring all staff provide a great customer experience.
• Involvement in 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 and meet potential members and provide gym tours.
• Assist in facilitating member service issues and 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.
• Assist in overseeing cleanliness and appearance of the gym.
• Assist in managing marketing efforts and ensure 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 customer’s wants and needs.
• Listening: Actively listens to customers (includes coworkers and the public), empathizes (sees the situation from the customer’s perspective), 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 skill in all interactions while using appropriate behavior and language.
• Communication: Ability to maintain timely communication with team members and supervisors to increase productivity and prevent misunderstandings or disagreements.

Requirements

• 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

• Free uniforms.
• Paid time off.
• Flexible schedule.
• 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.