Customer Service Manager

Gold's Gym - SoCal - Anaheim, CA

Why is it great to work here?
Gold’s Gym is growing fast and looking for a Customer Service Manager to help us to provide world class service to our clubs and members by utilizing in-depth knowledge of company products and programs. We’ll challenge your skills, talents and abilities and reward your every success. Here is just some of the benefits you will get by being a Gold’s Gym employee:

Work in a fun environment with great people
Free gym memberships and discounts
Great benefits package that includes 401k, medical, vision and dental
Opportunities to grow within the company

What sets us apart from the rest:
Dedication to our members’ successes and goals
Ability to provide results in every challenge
Integrity which creates life-long relationships
Passion for people in the communities we serve
Pride in what we do and who we are
Leadership development (ongoing)
Excellence in execution
But most of all…. we are more than a gym; we are a family!!

We want talented individuals who:
Have a positive, upbeat, and outgoing attitude
Are passionate about hospitality and excellence for our members
Can work in a dynamic, fast-paced, goal-oriented environment without sacrificing quality of service provided to our members.
Have fitness industry experience (preferred)
Have perseverance to succeed through follow-up and follow through
Love to constantly learn and grow

When you come to work:
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 throughs
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.

There are some MUST HAVES:
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


Gold’s Gym provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation