Customer Relations Lead

3 weeks ago

Tampa, United States teamworkonline Full time
Philosophy: The CR Lead serves as the cornerstone of the Customer Relations (CR) department, ensuring that all operations run smoothly across the facility. This role is dedicated to managing both the day to day tasks and the higher level responsibilities within the CR department. The CR Lead is responsible for maintaining a high standard of service, resolving escalated issues, and continuously seeking ways to enhance the athlete experience. As a key figure in the facility, the CR Lead bridges the gap between CR operations and the athlete training experience, while ensuring alignment with the broader goals of the organization. This position will report to the Facility Manager and will oversee all CR employees at their respective location. Additionally, the CR Lead will support CR operations across other locations as needed. Key Functions and Responsibilities: â¢Customer Relations Operation: Lead and manage the CR department to ensure efficient daily operations. This includes handling escalating issues discreetly and efficiently, overseeing departmental KPIâs, optimization of CR processes and systems, and maintenance of overall athlete experience. â¢Team Leadership and Training: Manage and mentor Customer Relations Staff and other staff on CR operations and processes, providing hands-on training and location-specific documentation. Maintain a professional environment and provide high level customer service, while upholding the overall athlete experience.⢠Facility-Specific Management: Act as the primary Customer Relations liaison for the Florida facility between our headquarters in Washington and Arizona facility operations. This involves regular communication with the Facility Operations Coordinator, department leads on-site,and the CR Leads in WA and AZ to ensure consistency between facilities Requirements: â¢Proven experience in customer relations or facility management.â¢Ability to handle customer complaints discreetly and objectively.â¢Strong leadership and communication skills, with the ability to manage and mentor a team, in addition to being able to collaborate cross-departmentally to ensure that CR processes align with overall facility goals and contribute to a seamless athlete experience.
â¢Excellent problem-solving abilities and a proactive approach to task management.
â¢Commitment to continuous improvement and delivering an exceptional athlete 
experience. 
â¢Not Required, but strongly preferred:  Familiarity with CRM platforms and internal tools such as Zoho and Virtuagym.  
This position offers an exciting opportunity to play a significant role in the operations and
development of our Customer Relations initiatives, with a focus on optimizing processes,
improving service quality, and leading our CR team.
 
Pay Range: DOE
 
Job Application
 
A complete application will include your resume along with your responses to the 
questions below. Each response should be

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