Customer Service Manager

Defined Fitness Inc•Albuquerque, NM

9d•Onsite

About The Position

As a Customer Service Manager at Defined Fitness, you take the lead in ensuring every member's journey is exceptional. You are relentless in the pursuit of member satisfaction and retention. You set the pace for service excellence. You jump higher, reach further, and push harder than anyone else to ensure our community feels supported. You are diligent and determined to inspire, empower, and support a culture of hospitality while improving the lives of your team and your members. Your passion is fueled by your enthusiasm. You are Defined Fitness. The Customer Service Manager is the "Driver" of the club’s atmosphere and financial integrity. You are responsible for ELEVATING the Member Experience and DRIVING member retention through a "No Judgments" philosophy of service. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of every interaction and transaction, ensuring our facility remains the favorite gym in the community.

Requirements

Experience: 2+ years of managerial experience in service, hospitality, or the fitness industry (EoS or Crunch experience is a plus).
Education: Bachelor’s degree in business administration, Hospitality, or related field preferred.
Technical Skills: Proficient in Microsoft Office (Advanced Excel), QuickBooks, CSI, and Beekeeper.
Certifications: Must have or obtain valid CPR/AED certification (including infant/child) within 45 days of hire.
Requirements: Valid New Mexico driver’s license and reliable transportation; ability to work evenings and weekends as needed.
Must be able to stand/walk for up to eight (8) hours at a time.
Must be able to lift and carry approximately 50 pounds.
Must be able to perform: walk, squat, bend, stoop, stand, listen, read, and write.

Nice To Haves

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

Responsibilities

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