Customer Service Officer

Role overview

The Customer Service Officer serves as the first point of contact at the gym and plays a key role in creating a smooth, welcoming experience for members and visitors. The position covers member assistance, membership administration, issue resolution, and upkeep of a clean, hygienic environment that consistently feels fresh and well-maintained. A friendly, proactive, and helpful approach is essential.

Core focus areas

• Support visitors and potential members by conducting center tours, introducing trainers, and arranging trial sessions.
• Track trial and walk-in performance, and contribute to membership conversion through strong follow-up and engagement.
• Reach out to members whose memberships have expired or lapsed and encourage renewals and retention.
• Maintain regular communication with members, address concerns, collect feedback, and escalate unresolved issues when needed.
• Keep documentation and operational checks in order, including CRM usage, safety checklists, and reporting through Wooqer.
• Monitor the cleanliness and condition of the facility, raise ODIN tickets for issues, and follow through until resolution.
• Help ensure the gym opens on time, stays operational throughout the day, and supports smooth check-ins and customer handling.
• Manage complaints and conflicts related to memberships, equipment, classes, or facility conditions.
• Follow fire, safety, and compliance requirements, including prompt injury reporting and relevant staff training.

Daily workflow

• Morning: prepare the gym, verify cleanliness, and confirm equipment is ready for use.
• During the day: greet members, assist with check-ins, answer questions, and support walk-in visitors.
• Sales and renewals: guide tours, nurture prospects, and process membership renewals or cancellations.
• Peak hours: handle member concerns, service requests, and escalations efficiently.
• Closing: complete safety checks, ensure cleanliness, and finish the day’s shutdown procedures.

Operational expectations and metrics

• Maintain high compliance with Wooqer reporting, safety guidelines, and CRM usage.
• Support performance measures such as trial/walk-in conversion, renewal and retention, member satisfaction, and escalation control.
• Help keep on-time center opening, low ODIN SLA breaches, strong audit scores, and timely incident reporting.

Additional notes

This role requires someone who can balance customer service, center operations, and basic sales support while maintaining a consistently positive member experience.