Service Desk Lead

Active Wellness • Napa, CA

6d • $20 - $22 • Onsite

About The Position

The Service Desk Lead maintains a high standard of customer service, helps retain members and support new membership sales, and serves as a primary point of communication for members at the club. The role includes checking members in, responding to questions and feedback, and creating a friendly, welcoming environment. The lead manages front desk staff and supports an exceptional member experience and collaboration with other club departments.

The position also includes recruiting, training, and developing the Service Desk Team; scheduling staff and maintaining coverage; supporting club operations and audits; and handling department administration such as budgeting, payroll submissions, and purchasing. The lead may provide emergency assistance and is responsible for reporting injuries, illnesses, and security incidents. This is a full-time role at the Active Wellness Center at Napa in Napa, California, with a stated pay range of $20.00–$22.00 per administrative hour.

Requirements

• High school diploma.
• One year of customer service experience.
• Business, sales, and customer service skills.
• Proficiency with Google and Microsoft Office Suites.
• Strong written and verbal communication skills.
• Detail-oriented, organized, and highly responsive, with a commitment to customer service.
• Basic computer skills, customer service skills, a results-oriented approach, and ability to multitask.
• Team-oriented, comfortable taking the lead on projects, and focused on collaboration.
• AED/CPR/First Aid certification.
• Proof of citizenship or legal status.
• 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.

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.
• Schedule the service desk team 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 and oversee point-of-sale operations.
• Present membership information to prospective members and sell memberships when needed.
• Assist in managing club Operational Standards of Excellence (OSE) and completing OSE audits.
• Administer emergency care to members and guests who need assistance.
• Work collaboratively with all other departments.
• Uphold Active Wellness policies and procedures and enforce policies 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 required certifications, licenses, and permits.
• Help keep the club well 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, dental, and vision insurance for full-time employees.
• Health Flexible Spending Account for full-time employees.
• Paid time off for full-time employees.
• Parking and transit Flexible Spending Accounts.
• 401(k), eligible after one 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED