Customer Service Director jobs in Knoxville, TN

Description

JOB SUMMARY:

The Customer Service Director (CSD) assists the Area Customer Service Director with all aspects of customer service and front desk. The front desk is the first and last impression that members and prospective members see as they enter and exit the club. Customer service is key when welcoming and assisting parents, members, and prospective members. This position plays a critical role in ensuring that we are providing a clean and safe environment for members and prospective members by verifying membership status.

DUTIES AND RESPONSIBILITIES – WHAT YOU WILL DO:

• Directly supervise Front Desk team, providing coaching documentation as needed
• Make sure Front Desk runs smoothly and efficiently, that policies and procedures are being followed at all times, and that team is providing exceptional customer service
• Provide the monthly schedule for the Front Desk team while ensuring that all shifts are covered, calculate current and anticipated payroll per budget requirements, and manage all Shift Change requests, call-ins, etc.
• Ensures quality of team by hiring, training, evaluating, coaching, scheduling, shift fulfillment, disciplining as needed
• Assist leadership within Club by helping them to organize and disperse information, forms, etc. to members, parents, and guests via the front desk
• Relay daily, weekly, and monthly info to Club Manager and Area Director for Club Reports
• Send front desk reports to the Area Customer Service Director 
• Conduct monthly meetings with Front Desk team
• Maintain proper inventory of products and supplies by informing the proper inventory coordinator of low inventory
• Complete monthly product expiration report to ensure all product(s) on hand are within recommended expiration date. If any product on hand expires due to fault of team member, team member will be held accountable for the expired items
• Maintain active communication with Directors/Supervisors at each club location, as well as communication with instructors, club team, and members
• Monitor front desk sales progress by setting quality control procedures; completing daily reports and make necessary changes.
• Continuously strives to meet and exceed Monthly Front Desk and E-Cash goals with the understanding that if the club falls below 85% of the Monthly Front Desk Goal 3 consecutive months the Customer Service Director’s continuation in position may be evaluated 
• Provide excellent customer service to all members and departments 
• Maintain professional and technical knowledge by remaining current with trends in the industry and networking with vendors, peers, and competitors
• Continuing education - must do one of the following daily: read, listen to audio, watch videos, or attend seminars that are industry-related
• Enforce and inform team of changes in policies, promotions, and programs by conducting team meetings and writing memos
• Resolve member and team member issues by researching policies and procedures and providing answers, reports progress or resolutions to Area Director and General Manager of club with incident
• Must cross train and be familiar with all areas of the Club
• Work effectively with other Department Heads and/or Directors by scheduling, preparing, and planning programs and club events
• In addition to overseeing that the above duties are completed; the Customer Service Director will be responsible for any task handed down from the Area Customer Service Director
• Attend and participate in required meetings and trainings as needed

Revised 12.01.2023

Requirements

REQUIREMENTS AND QUALIFICATIONS – WHO YOU ARE:

• Minimum of a high school diploma or GED equivalent
• Minimum of one (1) year experience in the health, fitness, recreation, and/or club environment, and/or two (2) years supervisory experience
• Possess above average/intermediate computer skills (i.e., familiarity with Word, Excel, Publisher, internet, and email applications)
• Possess above average writing, spelling, and math skills
• Strong service orientation and desire to deliver an outstanding member experience
• Must demonstrate professionalism, cooperation, and ability to work well with all parties
• Passion for fitness/health/wellness industry

TEAM PERKS:

• Free health club membership
• Casual work environment
• Discount on in club retail items and any current vendor partner offerings (NASM, etc.)
• Opportunity for growth; professional development
• 401(K) savings plan

WORK ENVIRONMENT/PHYSICAL DEMANDS: 

While performing the duties of this job, the team member is frequently required to walk and stand up to 8 hours/day and/or sit for an extended period of time. Team members may be exposed to cleaning chemicals or airborne particles and will be required to wear designated PPE (Personal Protective Equipment) as directed. Team members are occasionally required to use hands and fingers for handle or feel; occasional reach, push and pulling with arms and hands; occasional climb, balance, stoop, kneel, crouch or crawl; and occasional reach and twist, including side-to-side movements. The team member may be required to occasionally lift, carry or move up to 25 pounds and may seldom be required to lift, carry or move 26-50 pounds.

National Fitness Center is part of In-Shape Solutions, LLC d.b.a. In-Shape Family Fitness.