Customer Service Manager

Defined Fitness Inc•Albuquerque, NM

7d•$0 - $45,000•Onsite

About The Position

The Customer Service Manager at Defined Fitness takes the lead to ensure every member's journey is exceptional. You are relentless in pursuit of member satisfaction, retention, set the pace for excellence and are fueled by enthusiasm. You jump higher, reach further, and push harder than anyone to ensure our community feels supported. You are diligent, determined to inspire, empower, and support a culture of hospitality while improving the lives of team members and members. You are Defined Fitness. The Customer Service Manager is the driver of the club’s atmosphere and financial integrity. Your DRIVE continues to elevate the member experience and retention through the "no judgments" philosophy. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of all interactions and transaction, and ensure our facility remains the community’s favorite gym by demonstrating the following qualities: Team-oriented, passionate and motivational, Strong interpersonal and conflict resolution skills, Data-driven leadership.

Requirements

Minimum of two (2) years’ management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)
PC literate including Microsoft Office (excel proficiency) and various other products such as ABC, QuickBooks, and GymSales
Valid CPR/AED certification (including infant and child) within the first 45 days of employment and maintain throughout employment
Must hold a valid NM driver’s license (acceptable record) and means of transportation (registered and insured)
Must be able to work evenings and/or weekends as needed

Nice To Haves

Bachelor’s degree in business administration or related field preferred

Responsibilities

Oversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard
Execute strategies for member retention through appreciation events, open houses, and personalized outreach
Primary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolution
Manage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experience
Support club social media presence by reflecting our values and professionalism in digital member interactions
Accurate processing of membership dues, personal training agreements, and ancillary revenue (retail/concessions)
Completion of Daily Sales Reports (DSR) by 10 AM and perform revenue breakouts in QuickBooks
Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances
Communication of month-end AR reports, deferred revenue reports, and trend analysis (year-over-year) to the accounting team.
Recruit, hire, train, and retain a highly functioning staff.
Conduct weekly training sessions on member billing systems, POS software, and the “Defined Way" of hospitality
Partner with General Manager to optimize member flow, facility detailing and lead facility during their absence
Participate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.