Customer Service Manager
2 weeks ago
Job Summary: We are seeking a highly skilled and customer-focused Customer Service Manager to join our team at Texas Family Fitness. As a key member of our staff, you will be responsible for providing exceptional customer service, ensuring a positive experience for our members, and maintaining a clean and welcoming environment.
Responsibilities:
- Provide exceptional customer service to members and guests, responding to their needs and concerns in a professional and courteous manner.
- Manage the front desk and Kids Club areas, ensuring smooth operations and maintaining a safe and secure environment for children.
- Train and develop new staff members, ensuring they meet our high standards of customer service and quality.
- Manage work schedules to maximize productivity and effectiveness of our teams.
- Approve and deny shift changes and time off requests, ensuring adequate staffing levels.
- Cover shifts as needed, ensuring continuous customer service and support.
- Greet every member and guest by name, engaging with them to ensure a welcoming experience.
- Promptly resolve guest complaints, maintaining a positive and professional demeanor.
- Oversee the security of retail and concessions, offering opportunities for members to purchase their favorite items.
- Maintain a clean and organized lobby, restrooms, and front desk area, ensuring a family-friendly environment.
- Ensure children are accompanied by an adult member and escorted to the Kids Club for their safety and security.
- Confirm appointments, assist with referrals, and process membership cancellations, up-sell family memberships, and sell retail concessions and supplements.
- Maintain confidentiality of member and guest records, updating contact information as needed.
- Verify account information, including credit card details, to ensure accuracy and up-to-date information.
- Provide exceptional customer service, exceeding member expectations.
Requirements:
- High school education in progress or completed, or equivalent.
- Natural ability to be friendly and use members' names during daily greetings.
- Customer service experience, preferably in a fast-paced environment.
- Supervisory experience, with a proven track record of developing and leading high-performing teams.
- Personable, enthusiastic, optimistic, and outgoing personality.
- Positive attitude and collaborative team player mindset.
- Ability to work a flexible schedule, including weekends and holidays.
- Ability to work in a fast-paced environment and multitask during a rush.
- Computer proficiency with basic computer applications.
- Stable work/school history.
- Excellent oral and written communication skills.
- Prior experience supervising infants, toddlers, and youth.
- CPR certification.
- Some training or education in childcare.
- Patience and compassion.
- Ability to stand, squat, kneel, and play for long periods of time.
- Passion for health and fitness.
Benefits:
- Up to $17.00 per hour.
- 401(k) plan.
- Dental insurance.
- Employee discount.
- Flexible schedule.
- Health insurance.
- Life insurance.
- Paid time off.
- Vision insurance.
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