Service Desk Lead

Role and Responsibilities The Service Desk Lead maintains a high standard of customer service for the service desk staff, delivering beyond our member's expectations. This person contributes to member retention, as well as new membership sales. The Service Desk Lead has the responsibility of checking members in and being responsive to member inquiries regarding goods and services while in the club facilities. The Service Desk Lead also responds to members' comments and suggestions, acting as the clubs first line of communication with members and creates a friendly and welcoming environment. The Service Desk Lead manages all front desk staff and ensures an exceptional member experience and collaboration between the front desk and other club departments. Specific Responsibilities Essential Functions Be knowledgeable and educate members about all programs and activities offered throughout the center Recruit, train, and develop the Service Desk Team Set schedule for service desk team and be responsible for maintaining staff coverage Ensures that club is open on time Works a minimum of 30 hours per week at the service desk Schedule member and non-member appointments either in person or by phone and oversee point of sale Present membership information to prospective members and sell memberships when needed Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits Administer emergency care to members and guests in need of assistance Work as a TEAM with all other departments Other duties and responsibilities as assigned by supervisor Other Functions Uphold Active Wellness written policies and procedures Enforce policies fairly and consistently Assist in managing department Operational Standards of Excellence (OSE) Conduct staff operational and safety meetings and trainings Assist General Manager to prepare an annual budget for the department Review, verify, and be accountable for department payroll submissions Submits purchase orders or expense reports for any and all departmental purchases according to established club guidelines Ensure all department staff members maintain appropriate certifications/licenses/permits as required by their role Perform MOD shifts as needed Be knowledgeable about all programs and activities offered by Active Wellness Assist with keeping the club well stocked and clean Attend Active Wellness site meetings and trainings Handle injury and illness and security incident reporting Requirements: Qualifications and Education Requirements Previous health club personal training experience is a plus. Proficiency with both Google and Microsoft Office Suites Experience with Member Management Systems is a plus. Business, sales and customer service skills a must. Team oriented yet comfortable taking the lead on projects with a focus on collaboration. Strong written and verbal communication skills. High School Diploma 1 year in customer service, management experience a plus Must be detail oriented, organized and highly responsive with a commitment to customer service Strong verbal communication skills Basic computer skills, customer service skills, results oriented, ability to multitask, and commitment to the fitness industry AED/CPR/First Aid Certified Proof of citizenship or legal status Physical and Working Conditions Ability to take the responsibility for the health and safety of others Ability to stand for several hours in a same shift; ability to lift 25 lbs Fitness club environment Must follow OSHA and Active Wellness safety standards This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. Active Wellness LLC is an equal opportunity employer.