Customer Service Manager

The Customer Service Manager will oversee customer service initiatives that support client satisfaction for fitness and entire JCC programs, services and membership. This person must lead by example, supervise staff and create best practices that support a rewarding member experience. The Customer Service Manager must be able to work effectively and cooperatively with a diverse group that includes department managers, fitness members, community center staff and the public. This person must also motivate his/her team to enthusiastically promote programs, services and community center events. CSM is responsible for responding to member feedback, acting as the club’s first line of communication with members, creating a friendly and welcoming environment. This person must be able to work collaboratively with our member services and sales staff in order to support retention efforts.

Responsibilities: 

As a Customer Service Manager you will:

• Manage customer service at our main point of entry for the entire JCC
• Recruit, train, and develop the Customer Service Desk Team
• Ensure smooth operations of all desk functions
• Create continuity and consistency amongst the desks by setting efficient staff schedules, delivering timely information to the team and establishing accountability for service standards
• Work collaboratively with fitness and community center department managers to promote and cross-sell programs. Take lead role with coordinating information flow.
• Collaborate with the Assistant General Manager to help create culture of service
• Take lead role in delivering ongoing customer service trainings for staff
• Be the first wave of membership save opportunities by utilizing appropriate save tactics
• Assist members with membership change inquiries, online registration, and program inquiries
• Ensure clear communication to service staff for all programming and operational updates and changes
• Provide scheduling support for ancillary services, including enrichment programming, afterschool care, sports and recreation, aquatics, personal training and pilates.
• Assist members with purchases of center programs
• Keep service desk clean and orderly and well-stocked with flyers, retail items, etc.
• Update desk reference materials such as safety guidelines, emergency log, lost and found ledger, etc.
• Fill in for shifts other than assigned when required

Qualifications :

• Bachelor's degree
• Minimum of 3 years progressively responsible experience in a customer service setting 
• Excellent interpersonal and communication skills 
• Strong supervisory skills with the ability to lead and coach staff 
• Ability to handle difficult situations and urgent matters 
• Proficient in Microsoft Outlook, Word, Excel 
• Sales experience to train and coach staff 
• Computer database experience essential 
• Highly developed written and verbal communication skills 
• CPR/FA certifications or ability to obtain certifications upon hire 

Per pay transparency requirements, the compensation for this position ranges from $20 - $24/hour. Minimum rates may vary based on local wage laws. Pay is dependent on factors including site location, specialty, certifications and work experience as well as other business needs. Exos offers a comprehensive benefits package for all full time employees (all benefits are subject to eligibility requirements), which includes health insurance, life and disability benefits, 401(k) plan, and paid time off. Additionally, Exos offers a variety of part time benefits (subject to eligibility requirements).