Customer Service Manager - Gold's Gym : Job Details

Gold's Gym SoCal and its affiliated clubs are growing fast and looking for a Customer Service Manager to help our teams 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.

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.

• Manage Operations team to ensure policies and procedures are followed at all times.
• Hire, train and supervise operations team members for the front desk, Kids Club and Housekeeping Associates.
• Serve as Liaison with Corporate Customer Care Department, assisting General Manager with member and/or operational issues.
• Responsible for control of cash deposits with GM sign-off, ensuring daily deposits are made on time.
• Serve as Liaison with cleaning team daily to ensure proper level of cleanliness and management of daily cleaning checklists.
• Work with GM to manage/process cancellations following procedures to retain members.
• Assist GM with Medallia to ensure member concerns are addressed in a timely manner.
• Assist GM with bi-weekly payroll to ensure missed punches are corrected and submitted on time with payroll signed off by the deadline.
• Ensure project/department milestones and goals are met and adhere to approved budgets.
• Enforce all club rules, policies, and promote proper execution of procedures.
• Maintain staffing by reviewing applications, interviewing, and making hiring recommendations to the General Manager.
• Manage membership questions, concerns, and inquiries for the 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 members.
• Manage employee performance by coaching and fostering a positive working environment.
• Conduct weekly meetings with direct reports to review performance and offer direction toward achieving goals.

• Ensure that all front desk systems are followed, including member check-in, telephone inquiry, guest registration, cash handling, replacement of Member ID Card, delinquent account procedures, account change requests, and travel/guest passes.
• Direct and control all gym walk-throughs.
• Communicate with GM regarding ways to improve front desk operations.
• Responsible for communicating and following cash management procedures.
• Manage retail sales procedures for the gym.

• 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.

This role requires the ability to move and lift up to 35 lbs. Standing or walking for extended periods of time and maintaining a professional demeanor, clear communication, and appearance in a clean uniform are also required.

We Celebrate Everyone!! Gold's Gym SoCal and all its affiliated clubs are an equal opportunity employer. We are proud of our diversity and are committed to creating an inclusive environment for all employees, applicants, vendors, and members alike. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Wellness and Fitness Services

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