Customer Service Manager

Defined Fitness Inc•Albuquerque, NM

10h•Onsite

About The Position

As a Customer Service Manager at Defined Fitness, you are responsible for ensuring every member's journey is exceptional, driving member satisfaction and retention. You set the pace for service excellence, inspiring, empowering, and supporting a culture of hospitality. This role is crucial for the club’s atmosphere and financial integrity, focusing on elevating the Member Experience and driving retention through a "No Judgments" philosophy. You will lead a team of dedicated service professionals to ensure the facility remains the favorite gym in the community by delighting in the details of every interaction and transaction.

Requirements

2+ years of managerial experience in service, hospitality, or the fitness industry.
Proficient in Microsoft Office (Advanced Excel), QuickBooks, CSI, and Beekeeper.
Must have or obtain valid CPR/AED certification (including infant/child) within 45 days of hire.
Valid New Mexico driver’s license and reliable transportation.
Ability to work evenings and weekends as needed.

Nice To Haves

Bachelor’s degree in business administration, Hospitality, or related field preferred.
EoS or Crunch experience is a plus.

Responsibilities

Oversee the lobby and check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard.
Execute strategies for member retention, including appreciation events, open houses, and personalized outreach.
Serve as the primary point of contact for member concerns, billing disputes, and escalations, ensuring quick and tactful resolution.
Manage local partnerships (e.g., Red Bull) and insurance-based memberships (e.g., Presbyterian) to add value to the member experience.
Support the club’s social media presence by reflecting our values and professionalism in digital member interactions.
Ensure all membership dues, personal training agreements, and ancillary revenue (retail, concessions) are processed correctly.
Complete Daily Sales Reports (DSR) in Excel by 10 a.m. and perform revenue breakouts in QuickBooks.
Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances.
Provide month-end AR reports, deferred revenue reports, and trend analysis (Year-over-Year) to the Accounting Manager and Controller.
Recruit, hire, train, and retain a high-functioning Greet Team and Concierge staff.
Conduct weekly training sessions on member billing systems, POS software, and "The Defined Way" of hospitality.
Partner with the General Manager to optimize member flow and facility detailing; step in as the facility lead in the GM's absence.
Participate in the GM Roundtable, Sales Bootcamp, and Operations meetings to stay aligned with company goals.