Gold’s Gym SoCal Group is hiring: Customer Service Manager in Los Angeles

Gold’s Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager to help our teams 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.

1. Work in a fun environment with great people
2. Great benefits package
3. John Hancock 401k
4. Aflac supplemental insurance options
5. Free gym memberships and discounts
6. Opportunities to grow within the company

We want talented individuals who:

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

Management/Leadership Duties:

1. Manage Operations team to ensure policies and procedures are followed at all times
2. Hire, train and supervise operations team members for the front desk, Kids Club, and Housekeeping Associates
3. Serve as Liaison with Corporate Customer Care Department assisting General Manager with member and/or operational issues
4. Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time
5. Serve as Liaison with cleaning team daily to ensure proper level of cleanliness maintained
6. Work in cooperation with GM to manage/process cancellations following procedures to retain members
7. Assist GM with management of Medallia to ensure all members' concerns are addressed in a timely manner
8. Assist GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time
9. Ensure that project/department milestones/goals are met and adhere to approved budgets
10. Enforce all club rules, policies and promote proper execution of all procedures
11. Keep the club fully staffed through review of applications, interviewing, and making hiring recommendations to the general manager
12. Manage membership questions, concerns, and inquiries for their facility
13. Develop and monitor monthly, quarterly, and annual metrics including employee retention and satisfaction
14. Train staff to provide hospitality to all members and guests
15. Lead by example to provide a clean, friendly, top-of-the-line club for our members
16. Manage employee performance by coaching, and creating a healthy, positive working environment
17. Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance

Operations Support:

1. Ensure that all front desk systems are followed
2. Direct and control all gym walk-thrus
3. Communicate with GM regarding ways to improve front desk operations
4. Responsible for communicating and following cash management procedures
5. Manage the retail sales procedures for the gym

There are some MUST HAVES:

1. Ability to use sound business judgment and have strong analytical skills
2. Ability to effectively communicate with constituents
3. Effective listening skills
4. Effective delegation and follow-up skills
5. Effective planning and organization skills
6. Demonstrates ability to create a positive environment
7. Demonstrates willingness and openness for self-development
8. Ability to identify and use resources to improve overall operations
9. Strong leadership qualities coupled with excellent motivational, communication, and team-building skills
10. College degree preferred
11. Current CPR Certification is required
12. 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.

ASK YOURSELF IF YOU HAVE WHAT IT TAKES….. COME BE A PART OF THE FAMILY LEGACY TODAY!

We Celebrate Everyone!! Gold’s Gym SoCal and all its affiliated clubs are an equal opportunity employer. We are proud of our diversity and are committed to creating an inclusive environment for all employees, applicants, vendors, and members alike. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.