Customer Service Manager

Location: All Club Facilities Reports to: General Manager Supervises: Play Department/Greet Team Status: Exempt / Full Time Do you have a G.O.A.T. mentality? As a Customer Service Manager at Defined Fitness, you take the lead in ensuring every member's journey is exceptional. You are relentless in the pursuit of member satisfaction and retention. You set the pace for service excellence. You jump higher, reach further, and push harder than anyone else to ensure our community feels supported. You are diligent and determined to inspire, empower, and support a culture of hospitality while improving the lives of your team and your members. Your passion is fueled by your enthusiasm. You are Defined Fitness. The Customer Service Manager is the "Driver" of the club's atmosphere and financial integrity. You are responsible for ELEVATING the Member Experience and DRIVING member retention through a "No Judgments" philosophy of service. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of every interaction and transaction, ensuring our facility remains the favorite gym in the community. Core Competencies Team-Oriented & Motivating: Lead by example to create a productive, high-energy environment. Conflict Resolution : Resolve member complaints with professionalism, empathy, and a solution-oriented mindset. Interpersonal Effectiveness : Build strong relationships with members, staff, and corporate partners. Data-Driven Leadership: Analyze trends and year-over-year data to drive strategic improvements. Essential Functions & Responsibilities: First Impression Management: Oversee the lobby and check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard. Member Engagement: Execute strategies for member retention, including appreciation events, open houses, and personalized outreach. Problem Resolution: Serve as the primary point of contact for member concerns, billing disputes, and escalations, ensuring quick and tactful resolution. Community & Partnerships: Manage local partnerships (e.g., Red Bull) and insurance-based memberships (e.g., Presbyterian) to add value to the member experience. Social Media Voice: Support the club's social media presence by reflecting our values and professionalism in digital member interactions. Revenue Integrity: Ensure all membership dues, personal training agreements, and ancillary revenue (retail, concessions) are processed correctly. Daily Reporting: Complete Daily Sales Reports (DSR) in Excel by 10 a.m. and perform revenue breakouts in QuickBooks. Dispute & Debt Management: Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances. Financial Reporting: Provide month-end AR reports, deferred revenue reports, and trend analysis (Year-over-Year) to the Accounting Manager and Controller. Talent Management: Recruit, hire, train, and retain a high-functioning Greet Team and Concierge staff. Technical Training: Conduct weekly training sessions on member billing systems, POS software, and "The Defined Way" of hospitality. Operational Excellence: Partner with the General Manager to optimize member flow and facility detailing; step in as the facility lead in the GM's absence. Professional Growth: Participate in the GM Roundtable, Sales Bootcamp, and Operations meetings to stay aligned with company goals. Impact & Success Measurement Reduced 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 planning. KPI Minimums to Succeed Metric Club Minimum Personal Minimum Member Collection Calls 150 45 Member Welcome Calls 50 20 Past Due Collections 100 35 New Member Units 200 20 NM's ACH Attachment 90% 90% Fresh Start Program 15% 15% 3-Pack Attachment 20% 20% Qualifications: Experience: 2+ years of managerial experience in service, hospitality, or the fitness industry (EoS or Crunch experience is a plus). Education: Bachelor's degree in business administration, Hospitality, or related field preferred. Technical Skills: Proficient in Microsoft Office (Advanced Excel), QuickBooks, CSI, and Beekeeper. Certifications: Must have or obtain valid CPR/AED certification (including infant/child) within 45 days of hire. Requirements: Valid New Mexico driver's license and reliable transportation; ability to work evenings and weekends as needed. Physical Requirements: Must be able to stand/walk for up to eight (8) hours at a time. Must be able to lift and carry approximately 50 pounds. Must be able to perform: walk, squat, bend, stoop, stand, listen, read, and write.