Location: All club facilities
Reports to: General Manager
Supervises: Greet / Play Team
Status: Exempt / Full-time

Position Overview

The Customer Service Manager at Defined Fitness takes the lead to ensure every member's journey is exceptional. You are relentless in pursuit of member satisfaction, retention, set the pace for excellence and are fueled by enthusiasm. You jump higher, reach further, and push harder than anyone to ensure our community feels supported. You are diligent, determined to inspire, empower, and support a culture of hospitality while improving the lives of team members and members. You are Defined Fitness. The Customer Service Manager is the driver of the club’s atmosphere and financial integrity. Your DRIVE continues to elevate the member experience and retention through the "no judgments" philosophy. You will lead a team of dedicated service professionals to find DELIGHT in the DETAILS of all interactions and transaction, and ensure our facility remains the community’s favorite gym by demonstrating the following qualities:

Team-oriented, passionate and motivational
Strong interpersonal and conflict resolution skills
Data-driven leadership

Essential Functions & Responsibilities

Oversee lobby/check-in areas to ensure a welcoming, professional, and "cleanliness perfection" standard
Execute strategies for member retention through appreciation events, open houses, and personalized outreach
Primary point of contact for member concerns, billing disputes, and escalations with quick and tactful resolution
Manage local partnerships (e.g., Red Bull) and insurance-based memberships) to add value to member experience
Support club social media presence by reflecting our values and professionalism in digital member interactions
Accurate processing of membership dues, personal training agreements, and ancillary revenue (retail/concessions)
Completion of Daily Sales Reports (DSR) by 10 AM and perform revenue breakouts in QuickBooks
Manage credit card/ACH chargebacks and work with collections to reduce bad debt and outstanding balances
Communication of month-end AR reports, deferred revenue reports, and trend analysis (year-over-year) to the accounting team.
Recruit, hire, train, and retain a highly functioning staff.
Conduct weekly training sessions on member billing systems, POS software, and the “Defined Way" of hospitality
Partner with General Manager to optimize member flow, facility detailing and lead facility during their absence
Participate in various trainings such as GM Roundtable, Sales Bootcamp, and OM to stay aligned with company goals.

Impact/Success Measurements

Reduced Revenue Loss: Measurable decrease in chargebacks, billing disputes, and unpaid balances
Member Retention: A decline in avoidable cancellations and improved member satisfaction scores
Operational Efficiency: Faster resolution times for member inquiries and positive feedback from club staff
Strategic Growth: Providing accurate data and trends to help forecast budgeting and growth planning

Performance Metrics

KPI Minimums
	Club	Personal
Member Collection Calls	150	45
Member Welcome Calls	50	20
Past Due Collections	100	35
New Member Units	200	20
ACH Attachment	90%	90%
Fresh Start Program	15%	15%
3- Pack Attachment	20%	20%

Qualifications

Minimum of two (2) years’ management experience in service, hospitality, fitness or related industry (EoS or Crunch is a plus)
Bachelor’s degree in business administration or related field preferred
PC literate including Microsoft Office (excel proficiency) and various other products such as ABC, QuickBooks, and GymSales
Valid CPR/AED certification (including infant and child) within the first 45 days of employment and maintain throughout employment
Must hold a valid NM driver’s license (acceptable record) and means of transportation (registered and insured)
Must be able to work evenings and/or weekends as needed

Physical Requirements

Must be able to stand/walk for up to eight (8) hours at a time
Must be able to lift and carry approximately 50 pounds
Must be able to perform the following tasks: walk, squat, bend, stoop, stand, listen, read, and write

Benefits

Paid Time Off/Sick Leave
Gym Membership (full access to our gym facilities at no cost to team members)
Staff Pass Memberships (complementary membership for family & friends)
Discounted Personal Training Sessions
Comprehensive medical, dental and vision plans
Pet Insurance
Life / AD&D Insurance
Long-term Disability
401(k) retirement plan (subject to eligibility requirements)

This job description in no way states or implies that these are the only duties that will be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements represent a minimum level of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, and employment remains “at-will”.

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