Customer Service Manager

Town Sports International Holdings Inc
Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Purpose

The CSM is responsible for ensuring that the TSI member retention strategy is adhered to through the successful management and monitoring of the Member Experience (Ten Essentials). The CSM directly reports to the General Manager (GM). The CSM will also work closely with and receive direction and guidance from the Operations Director (OD). The CSM manages clean team, welcome team, babysitters, Sports Club for Kids, swim and racket team members (CSM team).

Key Focus Areas

* Team performance and effectiveness

* Retaining club members

* Maintaining a "hospital clean" facility and friendly staff in accordance with the Ten Essentials


Required Skills and Experience

* 2-3 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management, revenue generation and people management

* Physical demands include ability to walk through all areas of clubs, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary)

* Must be able to work at least 50 hours per week (including 10-hour shifts Monday through Thursday, typically 10 am . 8 pm) and a combination of open and close shifts the remainder of the week; and/or other hours necessitated by business need, as scheduled by the GM

* AED/CPR Certified

* AA or BA/ BS degree (preferred)

Job Competencies Required

To successfully perform in the role, the CSM must be able to show demonstrated proficiency in the following leadership competency areas:

* Ability to develop a high performing team

* Ability to achieve measurable results

* Ability to create an environment of mutual respect, trust and accountability (TSI Environment)

In addition, the CSM must be able to show demonstrated proficiency in the following job specific competency areas:

* Ability to deliver a high level of customer service

* Ability to effectively respond to and resolve service complaints

* Ability to prevent conflict and effectively manage conflict when it arises