Customer Service Supervisor

Overview

Position Description: Customer Service Supervisor (CSS)

The following provides a detailed description for the position of Customer Service Supervisor. Actual duties performed may vary slightly.

General Position Description:

Responsibilities

• Manage Customer Service Representatives (CSRs) to ensure all company policies and procedures (SOP) are followed.
• Manage and motivate CSRs to emphasize superior customer service.
• Create CSR work schedule based on staffing requirements per the GM and company budgets. Schedule done a month at a time.
• Ensure that all employees are wearing proper uniform attire and nametags.
• Ensure all staff is showing up on time.
• 30-32 hours a week come from covering set shifts at the service desk. Also, responsible for covering shifts when short staff or staff calls off and a replacement cannot be found

Operations Support

• Ensures that Service Desk is functioning according to SOP.
• Manages and controls all front desk binders according to SOP.
• Integral in helping report equipment and facility issues through Fitness EMS
• Communicates with GM to ensure all up systems are working properly according to SOP
• Communicates with GM regarding ways to improve Front Desk operations.
• Oversees “Lost and Found” items and their storage.
• Inspect cash register drawer counts and complete after-shift reports.

Concession Management

• Manage and support concession and tanning sales and promotions.
• Conducts daily and month-end concession inventories.
• Inventory Control
• Count all incoming product

HR/Payroll

• Hires, trains and supervises all Service Desk associates.
• Responsible for completing HR paperwork for Service Desk associates prior to new hire orientation.

Administrative

• Serves as liaison with GM on customer care issues and Member surveys
• Attends weekly Department Head Meeting

Qualifications & Requirements:

• Self-motivated and have strong organizational and management skills.
• Possess thorough understanding of company mission, regional goals and missions, and how his/her facility will participate in these areas.
• Exhibit a superior sense of customer service at all times.
• Must be knowledgeable Company policies and enforce them accordingly.
• Possess good leadership abilities.
• Must have positive attitude and be able to motivate staff in a positive manner.
• Must promote team spirit in the workplace.
• Possess strong motivational, communication, team building and training skills.
• Excellent communication, organization and customer service skills.
• Understanding of basic cash procedures.
• Thorough understanding of Shape
• Ability to handle challenging customer issues with patience, tact and professionalism.
• Must have a high level of professionalism, honesty, integrity and work ethic.

Assigned Hours: 30-35 hours per week