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Customer Service Director

2 months ago

Glendale, California, United States Orangetheory Fitness Full time
Customer Service Manager

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We're seeking a Customer Service Manager to join our team at Gold's Gym SoCal and its affiliated clubs.

Key Responsibilities:
  • Manage the Operations team to ensure policies and procedures are followed at all times
  • Hire, train, and supervise operations team members for the front desk, Kids Club, and Housekeeping Associates
  • Serve as Liaison with Corporate Customer Care Department assisting General Manager with member and/or operational issues
  • Be responsible for control of cash deposit with GM sign-off ensuring daily deposits are made on time
  • Serve as Liaison with cleaning team daily to ensure proper level of cleanliness is maintained at all times
  • Work in cooperation with GM to manage/process cancellations following procedures to retain members
  • Assist GM with management of Medallia to ensure all member concerns are addressed in a timely manner
  • Assist GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time
  • Ensure that project/department milestones/goals are met and adhere to approved budgets
  • Enforce all club rules, policies, and promote proper execution of all procedures
  • Keep the club fully staffed through review of applications, interviewing, and making hiring recommendations to the general manager
  • Manage membership questions, concerns, and inquiries for their facility
  • Develop and monitor monthly, quarterly, and annual metrics including employee retention and satisfaction
  • Train staff to be the face of the club by providing hospitality to all members and guests
  • Lead by example to provide a clean, friendly, top-of-the-line club for our members
  • Manage employee performance by coaching and creating a healthy, positive working environment
  • Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals
Requirements:
  • Ability to use sound business judgment and have strong analytical skills
  • Ability to effectively communicate with constituents
  • Effective listening skills
  • Effective delegation and follow-up skills
  • Effective planning and organization skills
  • Demonstrates ability to create a positive environment
  • Demonstrates willingness and openness for self-development
  • Ability to identify and use resources to improve overall operations
  • Strong leadership qualities coupled with excellent motivational, communication, and team-building skills
  • College degree preferred
  • Current CPR Certification is required

This role requires the ability to move and lift up to 25 lbs. Standing or walking for extended periods of time and ensuring a professional demeanor, clear communication, and appearance in a clean uniform are also required.

We celebrate everyone and are an equal opportunity employer. We are proud of our diversity and are committed to creating an inclusive environment for all employees, applicants, vendors, and members alike.