Job Description
JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
Staff Scheduling & Coverage
- Manage daily and weekly staff schedules across multiple locations
- Monitor staff call-outs, tardiness, and availability changes
- Proactively secure shift coverage when employees call off
- Serve as the primary contact for staff schedule-related issues
- Maintain structured communication channels (e.g., GroupMe)
Client Communication & Issue Resolution
- Answer inbound calls and messages for all locations using provided systems
- Confidently handle client complaints and service issues
- Apply compensation policies consistently (no unauthorized refunds)
- De-escalate difficult client interactions calmly and professionally
- Document issues and resolutions for tracking and reporting
- Reach out to clients to update membership payment details (card on file no longer working)