Customer Service Supervisor

2 weeks ago

Morristown, Tennessee, United States National Fitness Center Full time
Job Overview

POSITION SUMMARY:

The Customer Service Supervisor is responsible for supporting the Area Front Desk Manager in delivering exceptional service at the front desk. As the initial point of contact for members and potential members, this role is vital in creating a welcoming atmosphere. Ensuring a clean and secure environment for all guests is paramount, along with verifying membership status.

KEY RESPONSIBILITIES:

  • Oversee the Front Desk team, providing guidance and performance documentation as necessary.
  • Ensure the Front Desk operates efficiently, adhering to established policies and procedures while delivering outstanding customer service.
  • Prepare and manage the monthly schedule for the Front Desk staff, ensuring all shifts are adequately covered, and monitor payroll in accordance with budgetary constraints.
  • Maintain team quality through effective hiring, training, evaluation, coaching, and scheduling.
  • Assist club leadership by organizing and distributing information and resources to members and guests at the front desk.
  • Communicate relevant updates to the General Manager and Area Director for Club Reports.
  • Compile and send front desk reports to the Area Front Desk Manager.
  • Conduct regular meetings with the Front Desk team to foster communication and development.
  • Manage inventory levels of products and supplies, notifying the inventory coordinator of shortages.
  • Complete monthly product expiration checks to ensure compliance with safety standards.
  • Maintain open lines of communication with Directors/Supervisors across club locations, as well as with instructors and team members.
  • Track front desk sales performance by implementing quality control measures and adjusting strategies as needed.
  • Strive to meet and exceed monthly sales goals, understanding the implications of performance metrics.
  • Deliver exceptional service to all members and departments.
  • Stay informed about industry trends and enhance professional knowledge through continuous education.
  • Communicate policy changes and updates to the team through meetings and written communications.
  • Address member and team member concerns by researching policies and providing timely resolutions.
  • Cross-train in all areas of the club to ensure versatility and support.
  • Collaborate effectively with other department heads to plan and execute club events.
  • Fulfill additional responsibilities as assigned by the Area Front Desk Manager.
  • Participate in mandatory meetings and training sessions as required.

QUALIFICATIONS:

  • High school diploma or GED equivalent is required.
  • At least one year of experience in a health, fitness, recreation, or club setting, or two years of supervisory experience.
  • Proficient in computer applications, including Word, Excel, and email.
  • Strong writing, spelling, and mathematical skills.
  • Excellent service orientation with a commitment to providing a superior member experience.
  • Demonstrated professionalism and ability to collaborate effectively with diverse groups.
  • Genuine interest in the fitness and wellness industry.

BENEFITS:

  • Complimentary health club membership.
  • Casual work environment.
  • Discounts on retail items and vendor partner offerings.
  • Opportunities for professional growth and development.
  • 401(K) savings plan.

WORK ENVIRONMENT:

This position requires frequent walking and standing for extended periods, with occasional lifting of up to 25 pounds. Team members may be exposed to cleaning agents and are required to wear personal protective equipment as necessary. The role involves various physical activities, including reaching, pushing, and occasional climbing.

National Fitness Center is part of In-Shape Solutions, LLC d.b.a. In-Shape Family Fitness.

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