Customer Service Manager

Location: Boston, MA (Boston Corporate)

Job Description



Are you our next Customer Service Manager?

Do you have a passion and desire to help others live an active lifestyle? Do you genuinely care about connecting with others and being part of a team? If so, Town Sports International is looking for Customer Service Managers to join our growing team. The Customer Service Manager is responsible for executing the organization’s member retention strategy through the successful management and monitoring of the member experience. 

Who are we?

Town Sports International is the largest gym chain in the Northeast region with more than 180 locations spanning numerous markets including locations in California, Florida and Puerto Rico. We operate under our local brands of New York Sports Clubs, Boston Sports Clubs, Washington Sports Clubs, Philadelphia Sports Clubs, Palm Beach Sports Clubs, Around the Clock Fitness, Lucille Roberts, Total Woman Gym + Spa, and LIV Fitness.

What do we do?

We are in the business of fitness results, positive change and personal connections. We achieve this through innovative programming, the latest equipment and a knowledgeable staff. More than this, we work with our members to provide a personalized roadmap to achieve specific fitness goals.

You will thrive in this role if you:

  • Are never satisfied with the status quo and embrace stretch goals.
  • Develop empowered and knowledgeable teams through effective staffing strategies and performance coaching.
  • Handle member, client and employee issues in a positive and constructive way.
  • Embrace stretch assignments and development opportunities for self and others.
  • Model integrity, collaboration and a can-do attitude.

More about this role:

The Customer Service Manager (CSM) is responsible for executing TSI’s member retention strategy through the successful management and monitoring of the member experience. The Customer Service Manager directly reports to the General Manager (GM) and supports the other department heads by executing established operational procedures. The Customer Service Manager will also work closely and receive direction and guidance from their Business Director or Business Manager.  The Customer Service Manager manages the Clean Team, Welcome Team, Babysitters and Lifeguards (if applicable). The Customer Service Manager role achieves success through embodying our core competencies (Create the TSI Environment, Build a High Performing Team, Achieve Measurable Results).





Create the TSI Environment

Our profession empowers members and team members to achieve active lifestyles. Fitness has relevance through all aspects of life. We build positive relationships and sustain the organization’s culture by interacting with the highest level of integrity and communicating in a manner that reflects our brand.

Responsibilities include:

  • Modeling and promoting our guiding principles through the Clubhouse Rules.
  • Reviewing and adhering to all TSI documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc. 
  • Performs a Member Experience Walkthrough (MEW) daily.
  • Being available to address team member’s questions and concerns.
  • Ensuring that the club provides the highest level of customer service, a consistently clean club and responds to member feedback within a 24 hour period.
  • Creating a strong sense of team by fostering collaboration, communication and alignment amongst team members.


Build a High Performing Team  

Inspires, motivates and develops a team to reach their fullest potential, contributing to the ultimate success of the organization. We constantly improve ourselves, our processes and our procedures to provide a meaningful experience in the gym. We are connected to our members, clients and each other.

Responsibilities include:

  • Creating a culture that fosters hard work, camaraderie, learning and development.
  • Sourcing, recruiting and onboarding qualified team members.
  • Delivering relevant and effective coaching, training, feedback and performance management to team members.
  • Creating robust development plans for team members who want to take on stretch assignments or progress to another role.
  • Analyzing member feedback sources to determine improvements in processes and service.
  • Regularly interacting with members to obtain, assess and address information on member needs, expectations and levels of satisfaction.
  • Responding to member requests and inquiries in a timely manner.
  • Acting as the Manager on Duty as required.
  • Additional duties as assigned.


Achieve Measurable Results

Successfully and consistently exceeds goals that drive the member, employee and business categories of the organization; actions reflect a dedication to surpassing the expectations of both members and employees.

Responsibilities include:

  • Meeting and exceeding company goals and metrics surrounding employees and members; never satisfied with the status quo.
  • Partnering with the General Manager to review and analyze the club’s Profit & Loss statements and other financial reports daily to ensure the club is on track to meet sales and expense goals.
  • Collaborating with the General Manager to effectively manage expenses including, but not limited to, labor, supplies and equipment.
  • Ensuring that the club maintains a 30% rescind rate for billing cancellations every month.
  • Working in cooperation with the General Manager to manage and process all cancellations following proper retention procedures in place to retain members.
  • Administering scheduling and bi-weekly payroll for direct reports and overseeing such administration by other club managers.
  • Assisting the General Manager with the management of all member complaints to ensure all member concerns are addressed in a timely manner.
  • Assisting the General Manager with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by the indicated deadline.


Required Skills and Experience

  • 2-3 years of management experience in a fitness, hospitality or retail environment, sales and leadership.
  • Excellent communication, organization and customer service skills.
  • Child & Adult AED/CPR certified.
  • Prior experience analyzing Profit & Loss statements preferred.
  • Excellent leadership and management skills.
  • Excellent Training skills.
  • Ability to proficiently use our POS and membership system, timekeeping any other computer programs required to meet the business needs of the customer and TSI.
  • Ability to handle challenging member issues with patience, tact and the utmost professionalism.
  • Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g. picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.     
  • AA or BA/ BS degree, preferred.


Scheduling Requirements

Due to the nature of the business, Town Sports International has specific scheduling guidelines for this position.

  • Team Members are required to work 3 out of the last 4 days of the month, with the last day of the month being mandatory.
  • TSI does not authorize vacation time in the months of January or September.
  • This position does not have a set schedule month-to-month and is subject to changes based on the needs of the business.