Customer Service Manager

Gold's Gym • Hollywood, Los Angeles, CA, USA •

N/A

per year

Job Description

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.

We want talented individuals who:

Have a positive, upbeat, and outgoing attitude
Are passionate about hospitality and excellence for our members
Can work in a dynamic, fast-paced, goal-oriented environment without sacrificing quality of service
Have fitness industry experience (preferred)
Love to constantly learn and grow

Management/Leadership Duties:

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

Operations Support:

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.

There are some MUST HAVES:

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 will make you an ideal candidate for this position.
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 ensuring a professional demeanor, clear communication, and appearance in a clean uniform are also required** **

Here is just some of the benefits you will get by being a Gold’s Gym employee: