JOB DESCRIPTION
Job Title: Wellness Club Customer Service Supervisor
Job Code: 770007
Immediate Supervisor: Wellness Club Assistant General Manager
Status: Non-exempt
Schedule: flexible 5-6 hours per day, one evening shift and rotating weekend shift
JOB OVERVIEW
- Responsible to oversee and ensure a customer friendly approach in greeting and checking in members and guests, answering incoming calls, accurately recording point of sales and promotion of ProActive programs and policies.
- Responsible for supervision of front desk and member assistant staff, daily operations and processes.
- Will provide direct support and be able to perform all job duties of the front desk and member assistant staff to ensure processes are consistent, efficient and effective.
- Responsible to ensure communication throughout the club is accurate and complete for internal and external customers.
- Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures.
Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.
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ESSENTIAL FUNCTIONS
- Responsible for the accurate and timely entry of data including membership information, assimilation of point of sales and other information into the member management software system.
- Maintain front desk and member assistant schedules.
- Responsible to maintain current and accurate written process manuals for front deskand member assistants.
- Ensures compliance with food handling requirements and operations of the commons.
- Promote Madonna ProActive in all formal and informal relationships.
- Communicate with members and community audiences to ascertain customer perspective.
- Supervise Front Desk and Member Assistant staff, to include hiring, training, scheduling, mentoring and performance management.
- Conducts regular staff meetings.
- Coordinates and collaborates across ProActive departments to ensure positive and pleasing environment for ProActive members and guests.
- Collaborates effectively and regularly with all staff and management.
- Meets and greets customers throughout all aspects of the job ensuring excellent customer experiences and favorable relationships.
- Participates in customer satisfaction survey process and customer service training.
- Follows instruction from supervisor to perform other functions as assigned in order to achieve organizational goals.
- Proficient with all aspects of member management software system.
- Supports all ProActive departments, programs and services.
- Maintains a clean, organized and safe environment. Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
- Must be able to operate copier, telephone, fax machine and have (basic or proficient depending on the job) computer skills, including e-mail, word processing, presentation, spreadsheet functions and (any other job-specific equipment skilled needed).
- Must be able to complete all job-specific requirements of the customer service specialist and member assistant.
PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
Requires sufficient sight to see and read reports and computer screen. Requires sufficient hearing and speaking to communicate by phone or in person. Must be able to lift maximum of 25 pounds and frequent lift and carry of 10 pounds. Must tolerate frequent and sustained sitting throughout the work shift. Must tolerate occasional periods of carrying throughout the shift. Must tolerate occasional to frequent horizontal reaching with both arms.
Frequent grasping of both hands requiring normal grip strength based on national averages. Mobility required to travel to scheduled events or meetings as needed.
QUALIFICATIONS (Education/training and/or Experience)
- High school diploma or equivalency required.
- Proven track record of excellent customer service skills required.
- Must have 1 year experience in a customer service work environment.
- Must be proficient in the use of Microsoft software including Excel, Word and Outlook.
- Current Prep/Cook Food Handler’s Permit required.
- CPR for Health Care Provider/CPR for Professional Rescuer required at time of hire or within 30 days from date of hire.
Background checks are conducted. When specific authorization forms are requested so that full background and history can be obtained, employees/applicants must sign the form(s) requested.
