CUSTOMER SERVICE MANAGER

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• Customer Service Manager
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• Customer Service Manager
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locationsSt. Paul, MN time typeFull time posted onPosted 8 Days Ago job requisition id22-179 EXOS is a leader in the field of human performance, a category it created more than 20 years ago. For two decades weve stood side by side with the very best, coaching individuals, teams, and communities to higher levels of performance. And weve done it all by pioneering and leveraging sports science and proprietary tools across mindset, nutrition, movement, and recovery.

Today, EXOS employs more than 4,000 people in over 400 locations worldwide. With award-winning facilities, sports medicine clinics, technology, and services, EXOS connects people to the solutions they need. We provide comprehensive game plans, regardless of skill and sport, based on time-tested fundamentals and research in order to help people take control of their health and performance. EXOS is trusted by hundreds of clients including leaders in business, technology, health, community organizations, and world champions in sports. Now were leaning into our rich heritage to move the brand forward. In 2020, EXOS founder and president Mark Verstegen brought on industry vet Sarah Robb OHagan as CEO to lead the company into its next chapter.

Culturally, we promote and reward humility, one team and tenacity as some of our core values and we are committed to cultivating an inclusive work environment where all of our team members feel empowered to grow and bring their whole selves every day. We celebrate the diverse voices and perspectives of our team members, knowing that diversity of age, race, ethnicity, gender identity, sexual orientation, veteran status and national origin, among other social identities, drive innovation, belonging and fuel our work.

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The Customer Service Manager will oversee customer service initiatives that support client satisfaction for fitness and entire JCC programs, services and membership. This person must lead by example, supervise staff and create best practices that support a rewarding member experience. Customer Service Manager must be able to work effectively and cooperatively with a diverse group that includes department managers, fitness members, community center staff and the public. This person must also motivate his/her team to enthusiastically promote programs, services and community center events. CSM is responsible for responding to member feedback, acting as the clubs first line of communication with members, creating a friendly and welcoming environment. This person must be able to work collaboratively with our member services and sales staff in order to support retention efforts.

As a Customer Service Manager you will:

• Manage customer service at our main point of entry for the entire JCC

• Recruit, train, and develop the Customer Service Desk Team

• Ensure smooth operations of all desk functions

• Create continuity and consistency amongst the desks by setting efficient staff schedules, delivering timely information to the team and establishing accountability for service standards

• Work collaboratively with fitness and community center department managers to promote and cross-sell programs. Take lead role with coordinating information flow.

• Collaborate with the General Manager to help create culture of service

• Take lead role in delivering ongoing customer service trainings for staff

• Be the first wave of membership save opportunities by utilizing appropriate save tactics

• Assist members with membership change inquiries, online registration, and program inquiries

• Ensure clear communication to service staff for all programming and operational updates and changes

• Provide scheduling support for ancillary services, including enrichment programming, afterschool care, sports and recreation, aquatics, personal training and pilates.

• Assist members with purchases of center programs

• Keep service desk clean and orderly and well-stocked with flyers, retail items, etc.

• Update desk reference materials such as safety guidelines, emergency log, lost and found ledger, etc.

• Fill in for shifts other than assigned when required

Preferred Qualifications:

• Excellent interpersonal and communication skills

• Strong supervisory skills with the ability to lead and coach staff

• Ability to handle difficult situations and urgent matters

• Proficient in Microsoft Outlook, Word, Excel

• Sales experience to train and coach staff

• Computer database experience essential

• Highly developed written and verbal communication skills

• CPR/FA certifications or ability to obtain certifications upon hire

Physical Requirements:

Candidates applying for this position should be able to lift up to 50 pounds unassisted repeatedly throughout the workday. Also, the physical requirements of this job require frequent walking around and demonstrating and assisting with exercise movements; bending, stretching, lifting, pushing, pulling and squatting are movements performed daily.

To prevent the infection and spread of COVID-19, and as an integral part of its public health and safety measures, EXOS requires that all successful applicants shall be required to show proof of full vaccination by an FDA-approved COVID-19 vaccine before beginning employment, unless an exemption from this policy has been granted as an accommodation or otherwise. Applicants believing they need an accommodation of this policy because of a disability, sincerely-held religious belief, or otherwise should inform People Operations after an offer of employment is extended; please do not include any medical, genetic, or religious information on your application materials.

• If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
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• We are an equal opportunity employer
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EXOS is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws. EXOS provides reasonable accommodation to employees and applicants for employment who have disabilities. You may request reasonable accommodation, in writing, by reaching out to our People Operations department at:

Attention: People Operations, Accommodations

2629 E. Rose Garden Ln.

Phoenix, AZ 85050

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