Customer Service Lead (Part-Time)

Gfoat; Pflugerville (TX); On-site; USD 32,000 - 48,000; Full time

Job summary

Gfoat, in partnership with Monarch Recreation Center, seeks a Customer Service Lead to supervise the front-line team during assigned shifts and ensure high-quality guest experiences. This role emphasizes accurate transactions and consistent operations in a busy recreation environment.

The position requires leadership, strong communication, and a background in customer service with POS systems. Collaboration with supervisors and coordinators is essential to maintain smooth front-of-house

Qualifications

• Must be at least 16 years old and enrolled in high school or have completed high school/GED.
• Experience with customer service and POS systems.
• CPR and Standard First Aid certification, or the ability to obtain within 6 months of hire date.
• Preferred: lead or shift-supervisor experience; recreation or fitness center operations; training staff.

Responsibilities

• Oversee shift-level supervision of the Customer Service Team Members and provide coaching.
• Assign tasks, monitor performance, ensure service standards and break coverage.
• Handle escalated questions, membership errors, complaints, and account adjustments within guidelines.
• Review cash drawers, support reconciliation, and ensure proper cash handling procedures.
• Coordinate with the Customer Service Coordinator and Membership Supervisor on updates and issues.
• Assist with onboarding and training of staff to uphold policies and standards.
• Remain reachable via cell phone for job-related issues or emergencies.

Skills

Customer service

POS systems

Conflict resolution

Leadership

Communication

Education

High school diploma or GED

Job description

Job Summary

The Customer Service Lead provides shift-level supervision, guidance, and operational support to the Customer Service Team Members at the Monarch Recreation Center. This role ensures high-quality customer service, accurate financial transactions, and consistent front-line operations and serves as the primary point-of-contact for patrons and staff during assigned shifts. The Lead assists with issue resolution, membership processing, and maintaining facility standards.

Essential Job Functions and Other Important Duties:

• Assists in overseeing daily check-in, membership inquiries, phone support, point-of-sale transactions, and program registrations. Provides direction to Customer Service Team Members to ensure smooth and efficient operations.
• Assigns tasks, monitors performance, ensures adherence to service standards, and provides coaching during shifts.Ensures appropriate break coverage, task completion, and readiness of workstations.
• Handles escalated customer questions, membership errors, complaints, and account adjustments within approved guidelines. Communicates unresolved issues to the Customer Service Coordinator.
• Reviews shift cash drawers, supports reconciliation, audits transactions for accuracy, and ensures that staff follow proper financial handling procedures.
• Coordinates with the Customer Service Coordinator and Membership Supervisor to provide updates, report issues, and support front of house operational needs.
• Assists with onboarding, shadowing, and reinforcement of policies, service expectations, and operational standards.
• Remains accessible via cell phone to address job-related issues or emergencies using City applications.
• Other duties, as assigned.

Job Qualifications

Formal Education: Must be at least 16 years of age and currently enrolled in high school or have completed high school/GED

Relatable Work Experience: Experience with customer service and point of sale (POS) systems.

Training, Licenses, and Certifications: Adult and Child CPR, and Standard First Aid certification, or the ability to obtainwithin6months of hire date

Preferred Qualifications: Previous lead or shift-supervisor experience highly preferred. Experience in recreation or fitness center operations. Experience Training or coaching staff.

Disclaimer: Unless otherwise stated, applicants are permitted to substitute two years of related full‑time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full‑time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Knowledge, Skills, and Abilities Needed & Environmental Factors and Other Physical Requirements:

• Knowledge of customer service principles and recreation center operations.
• Knowledge of POS systems, registration software, and membership processes.
• Skills in conflict resolution, communication, and shift-level leadership.
• Ability to multitask in a fast-paced environment with high customer volume.
• Ability to train and guide staff.
• Ability to perform accurate cash-handling and account adjustments.
• Ability to maintain professionalism and provide excellent guest experience.
• Ability to work a flexible schedule, including evenings and weekends.
• Ability to communicate clearly and effectively.
• Ability to work independently and as part of a team.

• Frequent standing and walking for extended periods.
• Occasional lifting up to 30 lbs. (supplies, materials, storage items).
• Regular talking, listening, and visual focus for computer/phone tasks.
• Loud environments in lobby/facility areas.
• Occasional exposure to cleaning chemicals.
• High-volume interactions with upset or frustrated patrons.