Guest Experience Lead — Shift Supervisor

City of Pflugerville; Pflugerville (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City of Pflugerville seeks a Customer Service Lead to supervise shift operations at Monarch Recreation Center. You will guide front-line staff, ensure accurate transactions, and maintain high guest satisfaction during assigned shifts.

Responsibilities include overseeing check-ins, registrations, and member inquiries; coaching staff; resolving escalations; and maintaining cash handling accuracy. CPR/First Aid certifications are preferred or obtainable within 6 months.

Qualifications

• Must be at least 16 years old and enrolled in high school or have completed high school/GED.
• Experience in customer service and POS systems.
• CPR and Standard First Aid certifications, or ability to obtain within 6 months of hire date.

Responsibilities

• Oversee daily check-in, member inquiries, phone support, POS transactions, and registrations.
• Direct and coach staff; ensure break coverage and readiness of workstations.
• Handle escalated questions, membership errors, and account adjustments per guidelines.
• Review cash drawers, support reconciliation, and ensure proper cash handling procedures.
• Coordinate with the Customer Service Coordinator and Membership Supervisor to provide updates and support front-of-house needs.
• Assist with onboarding, shadowing, and reinforcement of policies and service standards.
• Remain accessible via cell phone to address issues or emergencies during shifts.
• Other duties, as assigned.

Skills

Customer service leadership

Conflict resolution

Communication

Staff training

Cash handling

POS systems

Multitasking

Guest experience

Teamwork

Education

High school diploma or GED

CPR certification

First Aid certification

Tools

Registration software

Membership systems

Job description

City of Pflugerville seeks a Customer Service Lead to supervise shift operations at Monarch Recreation Center. You will guide front-line staff, ensure accurate transactions, and maintain high guest satisfaction during assigned shifts.

Responsibilities include overseeing check-ins, registrations, and member inquiries; coaching staff; resolving escalations; and maintaining cash handling accuracy. CPR/First Aid certifications are preferred or obtainable within 6 months.