Customer Service Manager

Customer Service Manager

Location: All club facilities Reports to: General Manager Supervises: Greet / Play Team Status: Exempt / Full-time

Position Overview

The 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 club's 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 community's favorite gym by demonstrating the following qualities:

• Team-oriented, passionate and motivational
• Strong interpersonal and conflict resolution skills
• Data-driven leadership

Essential Functions & Responsibilities

• Oversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard
• Execute strategies for member retention through appreciation events, open houses, and personalized outreach
• Primary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolution
• Manage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experience
• Support club social media presence by reflecting our values and professionalism in digital member interactions
• Accurate 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 QuickBooks
• Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances
• Communication 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 hospitality
• Partner with General Manager to optimize member flow, facility detailing and lead facility during their absence
• Participate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.

Impact/Success Measurements

• 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

Performance Metrics

KPI Minimums

Club - Personal

Member Collection Calls - 150 - 45

Member Welcome Calls - 50 - 20

Past Due Collections - 100 - 35

New Member Units - 200 - 20

ACH Attachment - 90% - 90%

Fresh Start Program - 15% - 15%

3- Pack Attachment - 20% - 20%

Qualifications

• Minimum of two (2) years' management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)
• Bachelor's degree in business administration or related field preferred
• PC literate including Microsoft Office (excel proficiency) and various other products such as ABC, QuickBooks, and GymSales
• Valid CPR/AED certification (including infant and child) within the first 45 days of employment and maintain throughout employment
• Must hold a valid NM driver's license (acceptable record) and means of transportation (registered and insured)
• Must be able to work evenings and/or 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 the following tasks: walk, squat, bend, stoop, stand, listen, read, and write

Benefits

• Paid Time Off/Sick Leave
• Gym Membership (full access to our gym facilities at no cost to team members)
• Staff Pass Memberships (complementary membership for family & friends)
• Discounted Personal Training Sessions
• Comprehensive medical, dental and vision plans
• Pet Insurance
• Life / AD&D Insurance
• Long-term Disability
• 401(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".