Customer Service Manager

Gold's Gym - SoCal - Glendale, CA

Operations Manager

Management/Leadership Duties:
Manage Operations team to ensure policies and procedures are followed at all times
Hires, trains and supervises operations team members for the front desk, Kids Club and Housekeeping Associates.
Serves as Liaison with Corporate Customer Care Department assisting General Manager with member and/or operational issues
Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time
Serves as Liaison with cleaning team daily to ensure proper level of cleanliness maintained at all times including daily management of the cleaning checklists
Works in cooperation with GM to manage/process cancellations following procedures in place to retain member
Assists GM with management of Medallia to ensure all members concerns are addressed in a timely manner
Assists GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by indicated deadline

Operations Support:
Ensures that all front desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, travel/guest passes
Directs and controls all gym walk-thrus
Communicates with GM regarding ways to improve front desk operations
Responsible for communicating and following cash management procedures
Manages the retail sales procedures for the gym.

Job Qualifications:
Excellent communication, organization and customer service skills
Understanding of basic cash procedures
Basic computer skills
Ability to handle challenging customer issues with patience, tact and professionalism
Excellent training skills
Excellent leadership and management skills
Current CPR Certification