Service Desk - Team Leader

Planet Fitness • Cumberland, MD

11d • $16 - $17 • Onsite

About The Position

The Team Lead assists the club’s management team with operations at the designated gym and reports directly to the Assistant General Manager and General Manager (club managers). The Team Lead manages service desk staff and supports day-to-day operations to help meet the club’s profit, customer service, employee, and operational goals. This is a part-time position.

Requirements

• HUB training certification, or must obtain it.
• Excellent telephone, communication, and interpersonal skills.
• Solid understanding of Ohana Growth Partners policies, procedures, and standard operating procedures, and ability to communicate the Judgment Free Zone concept.
• Good computer skills and proficiency with health club management software.
• Ability to maintain confidentiality.
• Excellent organizational skills and accuracy with numbers.
• Ability to work well independently and with others.
• Positive attitude and willingness to help and coach others.
• Ability to take initiative and lead by example.
• Ability to maintain composure in difficult situations and recognize and learn from mistakes.
• Ability to work a flexible schedule, including days, nights, weekends, and holidays.
• Ability to frequently walk, stand, bend, stoop, kneel, crouch, grasp, and reach.
• Ability to frequently move, lift, push, pull, and carry at least 60 pounds.
• Ability to operate equipment such as vacuums and floor scrubbers.
• Ability to recognize, identify, and judge behavior in the environment.
• Ability to communicate information and ideas so others understand and to exchange accurate information.

Nice To Haves

• High school diploma or G.E.D.
• Previous customer service and/or sales experience.
• Previous cleaning or maintenance experience.

Responsibilities

• Promote Planet Fitness’s philosophy and vision by providing excellent customer service and creating a judgment-free, welcoming environment for the team, members, and guests.
• Guide members by answering billing or invoicing questions, explaining policies, resolving disputes, addressing concerns, and escalating issues when necessary.
• Assist with hiring new front desk candidates.
• Provide supervisory coverage during peak hours when a manager is unavailable.
• Assist with training new front desk employees.
• Assist club managers with weekly inventory and purchase order logs.
• Assist in creating weekly schedules.
• Complete web join calls.
• Complete club walk-through checklists and report damaged equipment or facility issues in asset management software.
• Assist club managers in ensuring cleaning stations are completed daily.
• Assist with club opening and closing procedures.
• Monitor assigned work email and Teams pages.
• Demonstrate commitment to diversity, equity, and inclusion and embrace the contributions of all team members.
• Perform other duties as assigned or required.

Benefits

• Positive and professional work environment.
• Growth opportunities.
• Competitive pay.
• 401(k) retirement fund with an annual discretionary employer match of up to 6%.
• Regular involvement in community outreach events.
• Free employee Black Card Membership.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED