Customer Service Shift Supervisor

About the Department

The Freedom Aquatic & Fitness Center opened in September 1999 and is one of the largest facilities of its type in Northern Virginia. Located on the Science and Technology campus in Prince William county of George Mason University, the 110,000 square foot facility features a 50-meter competition pool; leisure pool; whirlpool; locker facilities and family locker rooms; gymnasium with two practice courts; cardiovascular and strength training equipment; group fitness, mind/body and spin studios; three racquetball/activity courts; community room and classroom; and outdoor field and sand volleyball court.

About the Position

Customer Service Shift Supervisors are working supervisors. Successful supervisors play a key role in keeping the Customer Service Agents focused on providing excellent customer service through all front desk operations during their assigned shifts. Modeling, monitoring, and affirming appropriate behavior is emphasized on all shifts and availability to answer and assist with both CSA or member/guest questions as the need arises, ensuring members feel welcome, making sure they are correctly directed to the proper department or activity, and ultimately aiming to provide a pleasant and positive customer service experience.

Responsibilities

• Reviewing and answering emails from members via the registration account;
• Reconciling and closing register business at the end of shifts;
• Maintaining the safety of our members and other employees; and
• Assuring all staff follow all procedures related to emergency and security matters.

Required Qualifications

• High School diploma or equivalent;
• Proven leadership skills;
• Unquestionable reliability;
• Ability to become quickly knowledgeable about membership options, program offerings, and all services and products available to create value for our members and prospects; and
• An extensive customer service background in service industries, preferably in the fitness and/or hospitality field.

Preferred Qualifications

• Demonstrated and proven supervisory and organizational skills are preferred to ensure effective and appropriate communication of large amounts of information in a very busy work environment.