HealthFitness is looking for a passionate and experienced CUSTOMER SERVICE SUPERVISOR to join our team at our client's community health & wellness center located in BEAUMONT, TX. In this position, you will be responsible for managing the customer service functions and member engagement within the health & wellness center. This will include staff supervision of the front desk team, membership team, childcare team, and laundry; as well as compiling monthly membership reports, child care reports, and organizing special events. You will be responsible for training and directing team members in sales and service, ensuring that all members and guests have a positive experience.

It is imperative to have strong communication skills and an authentic passion to engage with others clearly and with empathy, patience and compassion. You will develop and nurture members into advocates to increase brand awareness and build a sense of community. You will also be responsible for providing outstanding service to members, guests, and program participants by assisting with tours, making calls and emails to members and prospects, maximizing participation, outcomes and member satisfaction.

JOB ACCOUNTABILITIES:

• Contribute and assist in the execution and delivery of marketing initiatives, in-house promotions and events, and a variety of programs. Actively promote programs and services to increase engagement and boost retention.
• Manage a team of associates, ensuring a positive experience for all members and guests; show a willingness to go the extra mile while interacting directly and indirectly with members and guests. 
• Enroll new members and identify cross-sell/up-sell opportunities.
• Respond immediately to member requests, inquiries and concerns.
• Communicate and engage with the Marketing Manager, Front Desk staff, Membership team, and Child Care staff.
• Manage large amounts of incoming calls and emails. Handle member and prospect feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Utilize software management system for point of sale transactions for programs and services.
• Collect and evaluate data and generate outcome-focused management reports based on the identified business plan goals and objectives. Utilize feedback measurements like NPS (Net Promoter Score) and CRM (Customer Relationship Management) software as tools for tracking and engagement.
• Build rapport and lasting relationships with prospective and current members. Prospect and build new business and clients, especially corporate partnerships.
• Attend weekly and/or monthly meetings to develop strength in sales and service.
• Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS:

REQUIRED:

• Completion of a Bachelor’s Degree is strongly preferred; equivalent combination of related education and/or experience will be required.
• Three years of proven customer service, client service, and/or sales management experience.
• Enthusiastic, energetic, personable, and friendly with a patient and compassionate disposition. Ability to adapt and sincerely interact with different types of people and personalities.
• CPR & First aid certification from the American Red Cross, American Heart Association or American Safety & Health Institute will be required within 90 days of hire.
• Strong interpersonal communication and customer service skills including the ability to motivate others.
• Ability to analyze data and information to evaluate and solve problems timely and effectively.
• Intermediate proficiency with the Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
• Ability to work effectively both independently and as part of a team with enthusiasm, initiative and creativity.

PREFERRED:

• Specific experience in customer engagement and retention.
• Prior experience managing teams is strongly preferred.
• Relationship-based selling / servicing skills / training / presentation skills.
• Flexibility to work full-time between hours of operation based on business needs, hours subject to change.
• Passion for fitness and/or knowledge of fitness industry.
• Embraces additional commission-based incentives.

Required Skills Required Experience