Customer Service Manager

Gold's Gym International • North Hollywood, CA

256d • $66,560 - $70,000

About The Position

Gold's Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager to help our teams to provide world class service for our members by utilizing in-depth knowledge of company products and programs. We'll challenge your skills, talents, and abilities and reward your every success.

Requirements

• Ability to use sound business judgment and have strong analytical skills
• Ability to effectively communicate with constituents
• Effective listening skills
• Effective delegation and follow-up skills
• Effective planning and organization skills
• Demonstrates ability to create a positive environment
• Demonstrates willingness and openness for self-development
• Ability to identify and use resources to improve overall operations
• Strong leadership qualities coupled with excellent motivational, communication, and team-building skills
• College degree preferred
• Current CPR Certification is required
• Bilingual Preferred

Responsibilities

• Manage Operations team to ensure policies and procedures are followed at all times
• Hires, trains and supervises operations team members for the front desk, Kids Club and Housekeeping Associates
• Serves as Liaison with Corporate Customer Care Department assisting General Manager with member and/or operational issues
• Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time
• Serves as Liaison with cleaning team daily to ensure proper level of cleanliness maintained at all times including daily management of the cleaning checklists
• Works in cooperation with GM to manage/process cancellations following procedures in place to retain member
• Assists GM with management of Medallia to ensure all members concerns are addressed in a timely manner
• Assists GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by the indicated deadline
• Ensure that project/department milestones/goals are met and adhere to approved budgets
• Enforces all club rules, policies and promotes proper execution of all procedures
• Keep the club fully staffed thorough review of applications, interviewing making hiring recommendations to the general manager
• Manage membership questions, concerns, and inquiries for their facility
• Develop and monitor monthly, quarterly and annual metrics including employee retention and satisfaction
• Train staff to be the face of the club by providing hospitality to all members and guests
• Lead by example to provide a clean, friendly, top of the line club for our members
• Manage employee performance by coaching, and creating a healthy, positive working environment
• Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals
• Ensures that all front desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, travel/guest passes
• Directs and controls all gym walk-thru
• Communicates with GM regarding ways to improve front desk operations
• Responsible for communicating and following cash management procedures
• Manages the retail sales procedures for the gym

Benefits

• Work in a fun environment with great people
• Great benefits package
• John Hancock 401k
• Aflac supplemental insurance options
• Free gym memberships and discounts
• Opportunities to grow within the company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees