Customer Service Operations Director
3 weeks ago
Golds Gym - SoCal is seeking a skilled Customer Service Operations Director to oversee the delivery of exceptional customer experiences across our network of clubs. This key role will lead the development and implementation of strategies to drive member satisfaction, retention, and growth.
Responsibilities- Manage front desk operations, ensuring seamless check-in processes, accurate cash handling, and effective communication with members and guests.
- Serve as a liaison between corporate customer care and local club management, addressing member concerns and operational issues.
- Oversee the hiring, training, and supervision of front desk staff, ensuring they possess excellent hospitality skills and provide top-notch service to members.
- Develop and monitor metrics to measure member satisfaction, employee retention, and overall club performance.
- Collaborate with the general manager to set goals, objectives, and budgets for customer service initiatives.
- Lead by example, promoting a positive work environment, and fostering open communication among team members.
- Bachelor's degree preferred; strong analytical, problem-solving, and leadership skills.
- Effective communication, delegation, and follow-up abilities.
- Ability to create a positive environment and demonstrate willingness for self-development.
- Strong organizational and time-management skills to meet deadlines and achieve goals.
- CPR certification required; bilingualism an asset.
We celebrate diversity and are committed to creating an inclusive work environment. As a valued member of our team, you can expect:
- A competitive salary of $65,000 - $75,000 per year.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) retirement plan with company match.
- Free gym memberships and discounts on merchandise.
- Ongoing training and professional development opportunities.
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