Customer Service Manager

Job Summary:

The Customer Service Manager will oversee customer service initiatives that support client satisfaction

for both fitness and entire JCC programs, services and membership. This person must lead by example,

supervise staff and create best practices that support a rewarding member experience. The Customer

Service Manager must be able to work effectively and cooperatively with a diverse group that includes

department managers, fitness members, community center staff and the public. This person must

also motivate their team to enthusiastically promote programs, services and community center events.

The CSM is responsible for responding to member feedback, acting as the club’s first line of

communication with members, and creating a friendly and welcoming environment. This person must

be able to work collaboratively with our member services and sales staff in order to support retention

efforts.

As a Customer Service Manager you will:

• Manage customer service at our main point of entry for the entire JCC
• Recruit, train, and develop the Customer Service Desk Team
• Ensure smooth operations of all desk functions
• Create continuity and consistency amongst the desks by making staff schedules, delivering timely information to the team and establishing accountability for service standards
• Work collaboratively with fitness and community center department managers to promote and cross-sell programs. Take the lead role with coordinating information flow.
• Be the in-Center expert in all areas of the JCC and ensure your team can be the information hub for the entire organization
• Collaborate with the Senior Sales Manager and General Manager to help create culture of service
• Take lead role in delivering ongoing customer service trainings for staff
• Be the first wave of member retention efforts including leading engagement marketing and events, at risk member phone calls, and other initiatives dictated by the leadership team
• Collaborate with other fitness department heads on member retention events
• Ensure clear communication to service staff for all programming and operational updates and changes
• Assist members with purchases of center programs
• Keep the service desk clean and orderly and well-stocked with flyers, badge supplies, welcome gifts, etc.
• Update desk reference materials such as safety guidelines, emergency log, lost and found ledger, new member welcome calls, etc.
• Fill in for shifts other than assigned when required
• Other duties as assigned
  
  

Qualifications:

• Excellent interpersonal and communication skills
• Strong supervisory skills with the ability to lead and coach staff
• Ability to handle difficult situations and urgent matters
• Proficient in Microsoft Outlook, Word, Excel
• Customer service experience to train and coach staff
• Computer database experience essential
• Highly developed written and verbal communication skills
• CPR/FA certifications or ability to obtain certifications upon hire
  
  

Who We Are

For nearly 30 years, Exos has been dedicated to getting people ready for the moments that matter by promoting a holistic approach to health. As an elite coaching company, Exos applies its evidence-based methodology to programming designed to unlock the potential in everyone from corporate employees, to elite athletes, military operators, and beyond.

Simply put, we “get you ready” for the moments that matter — whether that’s striving to excel at work, or training for a major athletic event. How do we do it? Our employer solutions include fitness center management, on-site coaching and classes, and the Exos app, as well as immersive team-building experiences, executive coaching, and personal development programming. Our professional athlete training programs propel elite athletes to new heights in the NFL combine and NBA Draft each year, and our practitioner education courses and workshops provide industry professionals ongoing opportunities for development.

We’ve never been the type to accept the status quo. We’re all about studying, learning, innovating, and making waves. And we feel that it’s our responsibility to help others because we know there’s a better way. That better way is Exos Readiness.

We are an equal opportunity employer

EXOS is proud to be an equal opportunity employer. We are committed to creating an inclusive and welcoming workplace for all. We invite applicants from a wide variety of identities, ideas, perspectives and experiences and encourage people from underrepresented backgrounds to apply. Exos offers reasonable accommodations to job applicants with disabilities.

Learn more here:

• EEO is the Law
• EEO is the Law Supplement