What are the responsibilities and job description for the Customer Service Manager position at Warren-T Fitness?
About us
Located in the Spring Valley area of Houston, Warren-T Fitness offers personal training memberships, small group training, group fitness experiences, massages, and more.
Warren-T Fitness is a gym for everybody. We are striving to bring the best of what fitness has to offer under one roof. We have personal training memberships, group exercise experiences, and most importantly, a positive and inclusive community. Through our mission of “Training For Life”, we’re geared towards helping people reach their goals of all different levels.
· Perform all retention duties according to staff playbook.
o Ensure retention automations are running (periodic check-ins, class milestones, birthdays, etc.).
o Manage membership issues sheet, identify and contact absent clients, check in on clients on injury holds, contact expiring clients in advance of expiration to re-up.
o Review retention automations quarterly and update info if anything has changed.
o Ensure goal-setting sessions occur and follow up by logging feedback in appropriate tracking docs/systems.
o Manage client outreach strategy and buy/send gift items within budget set by GM/CEO.
o Text, email or use social media to congratulate everyone on PR board.
o Generate Bright Spots posts in the private Facebook group for members.
· Promptly integrate new members according to procedures.
o Ensure new clients feel welcome and understand all services available to them.
o Manage automations for new members so the campaign is running less than 24 hours after membership is created.
o Review new-member automations quarterly and update info if anything has changed (sign-in procedures, workout tracking, pricing, new services, etc.).
o Three days after signup, call or text the new client to check in, answer questions, book 90-day goal-setting session and ensure client knows how to book classes, log workouts, join Facebook group, etc.
· Manage business social media and community events.
o Create and post content as directed by GM.
o Create, run and monitor ad campaigns as directed by GM.
o Funnel coach/GM content onto appropriate platforms according to social schedule.
o Foster engagement through professional interaction according to social media guidelines.
o Ask for and record client testimonials whenever possible.
o Plan, promote and run social events according to calendar and budget set by GM.
· Manage website and all association platforms.
o Ensure workout posts are built and scheduled.
o Create and maintain landing pages for all programs.
o Perform quarterly review of all static pages and update old information.
o Respond to all comments.
o Post blogs and other media as directed by GM.
· Handle all incoming inquiries, including phone and text, and reply using appropriate resources (see staff playbook).
o Manage general gym email accounts.
o Manage messages coming through Facebook and other social media accounts.
o Monitor and respond to comments questions on gym social media pages.
o Manage all automated communications through database and selected apps.
o Perform lead nurturing in coordination with sales team and ensure all lead-nurturing systems are running properly.
o Politely disengage from all repeated sales calls that have previously been declined by GM/CEO.
o Forward inquiries to GM and CEO when needed, including sales correspondence or co-branding proposals, government/tax correspondence, job inquiries, requests for donations.
· Manage No Sweat Intro/free consultation scheduling and delivery.
o Book No Sweat Intros and ensure automated sequences are in place.
o Confirm all appointment bookings 24 hours in advance by client’s preferred method of communication.
o Handle any rescheduling smoothly to preserve engagement.
o Maintain No Sweat Intro schedule for staff and ensure double bookings and missed appointments do not occur.
o Ensure proper follow-up after successful appointments.
o Follow up with coach to ensure sales tracking sheet has been correctly filled out, and get all memberships/services in place and billed ASAP after booking.
o Manage sales tracking sheet.
o Ensure coach has uploaded goals to database after all appointments.
o Follow up with prospective clients 7, 14 and 30 days after unsuccessful appointments using appropriate templates and scripts.
o Perform No Sweat Sweat intros and maintain sales binder.
Job Type: Full-time
Pay: $19.00 - $25.00 per hour
Schedule:
- Monday to Friday
- Weekends as needed
Ability to Relocate:
- Houston, TX 77055: Relocate before starting work (Required)
Work Location: In person
Salary : $19 - $25
