24 Hour Fitness, INC. Supervisor, Member Care in Carlsbad, California

LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011

JOB SUMMARY

The Member Care Supervisor provides leadership and operational management for the Member Care Specialists within the Member Care Department. The Member Care team is the primary support for our entire outsourced call center vendors with specific customer service oriented, operational responsibilities and is expected to adhere to same standards of excellent service as governed through our internal and external quality control programs. The Supervisor works directly with club management, senior executives and contact center managers on elevated member issues and solutions.

ESSENTIAL DUTIES & RESPONSIBILTIES Estimated % of Time Spent

  1. Member Care/Customer Service
  • Supervise the day-to-day operations of the Member Care Department, oversee employee development and performance -- maintain a safe, fair, and open work environment.

  • Direct the development and training of member care staff.

  • Complete all departmental performance appraisals and reviews on time.

  • Assist hiring and recruiting member care staff as needed.

  • Oversee staffing schedules and manage to ensure schedule adherence.

  • Communicate and assist members and club management as needed to resolve escalated issues.

  • Responsible for final resolution of escalated member issues by promptly responding to correspondence received through all channels of communication including escalated issues from the offices of our Chief Executives of the organization, and all senior level positions.

  • Manage our Better Business Bureau relationship and results of incoming complaints to ensure compliance of all rules and standards set forth by the BBB are handled within the allotted timeframe. Responsible for maintaining the highest level rating in order to protect our accreditation status.

  • Provide constructive feedback and opportunities for improvement to Member improve team member performance.

  • Work with legal, public relations and field management in order to help resolve sensitive member issues.

80%

  1. Strategic Decision Making
  • Participate in making strategic decisions that impact the Customer Service Department.

  • Maintain a working knowledge of all products, processes and systems. 20%

Total 100%

ORGANIZATION RELATIONSHIPS

While performing the functions of this job, the Member Care Supervisor interacts with department Leaders, department staff members, club personnel and vendor management. This position supervises Member Care Specialists.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Knowledge, skills & abilities: Knowledge of the call center industry, technical competency with call center applications and software programs and thorough understanding of the overall policies.

  • Communications Skills: Communicates effectively with all levels of the organization, is well spoken and able to convey needs and direction to staff clearly. Demonstrate excellent written and negotiations skills.

  • Reasoning Ability: Ability to define problems, collect data, establish facts, and draw conclusions based on correspondence, calls and/or various computer screens using sound judgment and with a win-win attitude.

  • Exceptional People Skills: Ability to establish trust with employees and able to address staff's concerns. Excellent leader skills include leading by example, demonstrating loyalty to staff. Is decisive and truly wants others to succeed.

Minimum Educational Level/Certifications

  • Bachelor's degree or work equivalent.

Minimum Work Experience and Qualifications

  • 5+ years in customer service and call center environment.

Physical Demands/ Environmental Conditions

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit, listen and talk. The employee is occasionally required to walk, reach with hands and arms: and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, and ability to adjust focus. The noise level in the work environment is usually moderate.

Travel Requirement

  • Occasional travel may be required.

PREFERRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Ability to train others.

Educational Level/Certifications

  • Master's degree.

Work Experience and Qualification

  • Experience in retail/fitness industry.

FUNCTIONAL GROUP Membership

FULL-TIME Full-time