Service Desk Lead
About The Position
The Service Desk Lead maintains high customer-service standards for the service desk and works to exceed members’ expectations. The role contributes to member retention and new membership sales by checking members in, responding to questions about club goods and services, and serving as the club’s first line of communication with members. The Service Desk Lead creates a welcoming environment and manages front desk staff to support an exceptional member experience and collaboration with other club departments. The role includes leading and developing the Service Desk Team, scheduling staff and maintaining coverage, handling appointments and membership sales, supporting operational standards and audits, and preparing and reviewing departmental budgets, payroll, and purchases. The Service Desk Lead also supports member safety, staff training, club cleanliness and supplies, and incident reporting. This position works at least 30 hours per week at the service desk in a fitness club environment.
Requirements
- High school diploma.
- At least 1 year of customer service experience.
- AED, CPR, and First Aid certification.
- Proficiency with Google and Microsoft Office suites.
- Business, sales, and customer service skills.
- Team-oriented, with the ability to take the lead on projects and collaborate.
- Strong written and verbal communication skills.
- Detail-oriented, organized, and highly responsive, with a commitment to customer service.
- Basic computer skills, ability to multitask, and a results-oriented approach.
- Commitment to the fitness industry.
- Ability to take responsibility for the health and safety of others.
- Ability to stand for several hours during a shift and lift 25 pounds.
- Must follow OSHA and Active Wellness safety standards.
- Proof of citizenship or legal status.
Nice To Haves
- Previous health club personal training experience.
- Experience with member management systems.
- Management experience.
Responsibilities
- Educate members about programs and activities offered throughout the center.
- Recruit, train, and develop the Service Desk Team.
- Set the service desk team schedule and maintain staff coverage.
- Ensure the club opens on time.
- Work a minimum of 30 hours per week at the service desk.
- Schedule member and non-member appointments in person or by phone.
- Oversee point-of-sale activities.
- Present membership information to prospective members and sell memberships when needed.
- Assist with managing club Operational Standards of Excellence (OSE) and completing OSE audits.
- Administer emergency care to members and guests in need of assistance.
- Collaborate with all other departments.
- Uphold Active Wellness policies and procedures and enforce them fairly and consistently.
- Assist in managing department OSE.
- Conduct staff operational and safety meetings and trainings.
- Prepare an annual department budget.
- Review, verify, and be accountable for department payroll submissions.
- Submit purchase orders or expense reports for departmental purchases according to club guidelines.
- Ensure department staff maintain certifications, licenses, and permits required for their roles.
- Assist with keeping the club stocked and clean.
- Attend Active Wellness site meetings and trainings.
- Handle injury, illness, and security incident reporting.
- Perform other duties and responsibilities as assigned by the supervisor.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Health Flexible Spending Account
- Paid Time Off
- Parking and Transit Flexible Spending Accounts
- 401(k), eligible after 1 year of service and 1,000 work hours
- Legal Support Plan
- Employee Assistance Program and Mental Health Support Service
- Complimentary Club Membership and discounts on Active products, where applicable
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
