Location:

All club facilitiesReports to:

General ManagerSupervises:

Greet /

Play TeamStatus:

Exempt / Full-timePosition OverviewThe Customer Service Manager at Defined Fitness takes the lead to ensure every member's journey is exceptional. You are relentless in pursuit of member satisfaction, retention, set the pace for excellence and are fueled by enthusiasm. You jump higher, reach further, and push harder than anyone to ensure our community feels supported. You are diligent, determined to inspire, empower, and support a culture of hospitality while improving the lives of team members and members. You are Defined Fitness. The Customer Service Manager is the driver of the clubs atmosphere and financial integrity. Your DRIVE continues to elevate the member experience and retention through the "no judgments" philosophy. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of all interactions and transaction, and ensure our facility remains the communitys favorite gym by demonstrating the following qualities:

Team-oriented, passionate and motivationalStrong interpersonal and conflict resolution skillsData-driven leadership Essential Functions & ResponsibilitiesOversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standardExecute strategies for member retention through appreciation events, open houses, and personalized outreachPrimary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolutionManage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experienceSupport club social media presence by reflecting our values and professionalism in digital member interactionsAccurate processing of membership dues, personal training agreements, and ancillary revenue (retail/concessions) Completion of Daily Sales Reports (DSR) by 10 AM and perform revenue breakouts in QuickBooksManage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balancesCommunication of month-end AR reports, deferred revenue reports, and trend analysis (year-over-year) to the accounting team.

Recruit, hire, train, and retain a highly functioning staff.

Conduct weekly training sessions on member billing systems, POS software, and the Defined Way" of hospitalityPartner with General Manager to optimize member flow, facility detailing and lead facility during their absenceParticipate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.

Impact/Success MeasurementsReduced Revenue Loss:

Measurable decrease in chargebacks, billing disputes, and unpaid balances

Member Retention:

A decline in avoidable cancellations and improved member satisfaction scores

Operational Efficiency:

Faster resolution times for member inquiries and positive feedback from club staff

Strategic Growth:

Providing accurate data and trends to help forecast budgeting and growth planningPerformance MetricsKPI Minimums ClubPersonalMember Collection Calls15045Member Welcome Calls5020Past Due Collections10035New Member Units20020 ACH Attachment 90%90%Fresh Start Program 15%15%3- Pack Attachment20%20%QualificationsMinimum of two (2) years management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)Bachelors degree in business administration or related field preferredPC literate including Microsoft Office (excel proficiency) and various other products such as ABC, QuickBooks, and GymSalesValid CPR/AED certification (including infant and child) within the first 45 days of employment and maintain throughout employmentMust hold a valid NM drivers license (acceptable record) and means of transportation (registered and insured) Must be able to work evenings and/or weekends as needed Physical RequirementsMust be able to stand/walk for up to eight (8) hours at a timeMust be able to lift and carry approximately 50 poundsMust be able to perform the following tasks: walk, squat, bend, stoop, stand, listen, read, and writeBenefitsPaid Time Off/Sick LeaveGym Membership (full access to our gym facilities at no cost to team members)Staff Pass Memberships (complementary membership for family & friends)Discounted Personal Training SessionsComprehensive medical, dental and vision plansPet InsuranceLife / AD&D InsuranceLong-term Disability401(k) retirement plan (subject to eligibility requirements)This job description in no way states or implies that these are the only duties that will be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements represent a minimum level of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, and employment remains at-will.