Job Description: Front End Shift Supervisor and Subject Matter Expert
Are you a people person? Are you a self-starter? Do you have experience supervising in a customer-facing environment?
The Front End Shift Supervisor oversees the front desk and support staff members on a shift-by-shift basis. They deliver an excellent membership experience, are solutions-based, have a general understanding of business operations, and facilitate the new member lead pipeline.
The Front End Shift Supervisor serves as a Subject Matter Expert (SME) for Mindbody and other customer relationship management (CRM) tools. They collaborate with leadership staff members to maintain updated policy and procedure manuals, train front desk staff members, and oversee customer service experience from start to finish. The Shift Supervisor will support the team as needed in other areas of sales and front end operations.
Key responsibilities and accountabilities:
Greet and interact with members at check-in and check-out, and communicate any account, membership, or visit information.
Maintain excellent relationships with current and prospective members, creating meaningful experiences each time they visit.
Communicate in a professional and personable manner in person, over the phone, and via email.
Understand all programs and training offerings and speak intelligently about them with prospective members based on their goals and interests.
Identify membership options for current members who are looking to upgrade or change their membership to best fit their needs.
Tour prospective clients and visitors, and accurately describe program and membership options.
Take ownership and responsibility for team’s monthly sales goals and progress tracking
Work with the Director of Operations to train new front desk employees and ensure their competencies in all areas; regularly work with current staff members to evaluate their ongoing competencies and retrain any areas for improvement.
Serve as SME for the CRM systems Mindbody and Wodify, including scheduling, billing, inventory management, leads pipeline, and retail areas; ability to use other tools including Google Drive, Slack, and MailChimp required.
Effectively manage member queries and concerns in a professional and positive manner, demonstrating empathy and providing proactive solutions or escalating to an appropriate manager.
Maintain cleanliness, sanitization, and organization of all areas to ensure that DAC is the cleanest fitness facility in the area.
Work collaboratively with a team to prioritize work and member needs, as well as program space transitions and instructor needs throughout the day.
Perform opening and closing procedures, as scheduled utilizing, a shift task list.
Participate in event and special programming set-up, facilitation, and breakdown as needed.
Flexibility in occasional coverage needs and weekend shift rotation.
Minimum of 3 - 5 years experience in a customer service or customer-facing environment
MInimum 1-year experience in shift supervisor or team lead role
Inventory, procurement, and supply management experience
Self-starter who can work independently and collaboratively to maximize their time and prioritize the business operation
Working knowledge and proficiency with Mindbody(or comparable CRM), Wodify, Google Suite, Mailchimp.
Desire to engage with the greater DAC community and participate in fitness offerings and events
Available hours range from 25-35 per week, including some nights and weekends
Competitive hourly wage and benefits options available (full-time employees, 30+ hours per week)
Candidate must have reliable transportation to/from New Haven
Experience with social media and marketing a plus including Instagram, Meta, and Canva
The District Athletic Club is a collaborative fitness hub housing more than five types of group, one-on-one, and self-guided fitness modalities including DACFit, Olympic Weightlifting, Powerlifting, Yoga, Spin, HIIT & RowHIIT, DAC Personal Training, and the DAC Fitness Center all centrally located in an inviting and innovative, 15,000 square ft. facility.