Customer Service Manager

Gold’s Gym SoCal Group; Glendale (AZ); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their teams in providing exceptional service to members. This role offers the opportunity to manage a diverse team, oversee operational processes, and ensure a welcoming environment for all gym-goers. With a focus on leadership and team-building, you will play a pivotal role in enhancing member satisfaction and retention. If you are passionate about fitness and enjoy working in a collaborative atmosphere, this position is perfect for you. Join a company committed to growth and inclusivity, where your contributions will make a significant impact.

Benefits

Free Gym Memberships

401k Plan

Aflac Supplemental Insurance

Opportunities for Career Growth

Fun Work Environment

Qualifications

• Strong leadership and motivational skills are essential for this role.
• Effective communication and organizational abilities are crucial for success.

Responsibilities

• Manage Operations team and ensure adherence to policies and procedures.
• Hire, train, and supervise staff across various departments.
• Address member concerns and oversee operational improvements.

Skills

Business Judgment

Analytical Skills

Effective Communication

Delegation

Organizational Abilities

Leadership Qualities

Team Building

Bilingual Skills

Education

College Degree

CPR Certification

Job description

Gold’s Gym SoCal Customer Service Manager

Gold’s Gym SoCal and its affiliated clubs are expanding rapidly. We are seeking a Customer Service Manager to lead our teams in delivering world-class service to our members by leveraging in-depth knowledge of our products and programs. We offer a dynamic environment that challenges your skills and talents, rewarding your successes.

Benefits of Working with Us:

• Enjoy a fun work environment with great colleagues
• Comprehensive benefits package including John Hancock 401k and Aflac supplemental insurance options
• Free gym memberships and discounts
• Opportunities for career growth within the company

Management and Leadership Responsibilities:

• Manage the Operations team to ensure adherence to policies and procedures
• Hire, train, and supervise front desk, Kids Club, and Housekeeping staff
• Coordinate with the Corporate Customer Care Department to address member and operational issues
• Oversee cash deposit controls with GM approval, ensuring timely deposits
• Maintain cleanliness standards by coordinating with the cleaning team and managing checklists
• Assist in managing membership cancellations and member retention strategies
• Address member concerns promptly via Medallia and oversee bi-weekly payroll processes
• Ensure departmental goals are met within budget constraints
• Enforce club rules and promote procedural compliance
• Lead staffing efforts through application reviews and interviews
• Manage member inquiries and develop performance metrics related to staff retention and satisfaction
• Train staff to provide excellent hospitality and represent the club positively
• Lead by example in maintaining a clean, friendly, and top-tier environment
• Conduct performance reviews, coaching, and foster a positive work environment
• Hold weekly team meetings to review performance and align on goals

Operational Support:

• Ensure proper functioning of front desk systems and procedures
• Control gym walk-throughs and communicate operational improvements with GM
• Manage cash handling and retail sales procedures

Minimum Qualifications:

• Strong business judgment and analytical skills
• Effective communication and listening skills
• Delegation, planning, and organizational abilities
• Leadership qualities with motivational and team-building skills
• College degree preferred; CPR certification required
• Bilingual skills preferred

This role involves physical activity, including moving and lifting up to 35 lbs, standing or walking for extended periods, and maintaining a professional appearance and demeanor.

Join Our Family:

We invite you to be part of our legacy. Gold’s Gym SoCal and its affiliates are equal opportunity employers committed to diversity and inclusion. All employment decisions are based on merit and business needs without discrimination based on race, gender, age, or other protected statuses.