Service Desk Lead

at Active Wellness
Location Hillsboro
Date Posted August 5, 2022
Category Call Centre / CustomerService
Job Type Full Time



Active Wellness is the leading Health Services Management Company passionate about building active communities through fitness and wellness. With 60 sites across the country, our mission is to build and inspire healthier, more active lives through high-touch interactions and technologies that support a better quality of life. We accomplish this by creating inspiring environments, delivering results-based programming, and building meaningful relationships that support positive change in people's lives.

Our team is energetic, active, and fun. We listen to our team, doing what's best for our people while focusing on delivering the best products and programming in the industry. Our employees have continued support, training, and resources to deliver results to our members, and clients.

If you love making a difference in people's lives, we would love to connect. We're dedicated to helping people live the best lives possible, and we're always looking for individuals that are passionate like us to join Team Active.


> Full Medical, Dental, Vision Health Benefits (Full Time Employees)

> 401k investment options

> Internship Program

> Competitive Base Salary

> Employee Referral Bonus Program

> Network of 1200+ fitness industry professionals

> Team Active Training including Quarterly Safety Programs, Member Experience Training, etc.

> Complimentary Employee Well-Being Programs

> Exclusive discounts and memberships on fitness industry associations and training

> Complimentary Club Membership and discounts on all Active products and more!


Providence St. Joseph Health, Motorola Solutions, NXP, Juniper Networks and CBRE, JLL, Ryan Companies among others


Health Club, Vendor, Best Innovation, Best Medical Fitness, Top 100 Health Clubs in US, Best and Brightest in Wellness, Distinguished Service Award


Active Wellness Center Reed's Crossing, Hillsboro's ultimate fitness & wellness retreat located at Reed's Crossing. Designed with your lifestyle in mind, this motivating fitness space is where unrivaled training, extraordinary service, and memorable experiences inspire our members and guests to live well.

45,000 Sq. Feet of Fitness & Boutique Fitness Studios
Latest Cardio + Strength Training Including The ZONE Studio
Indoor Cycling, Yoga, Pilates, Barre, and other Group Fitness Classes
Personal Training + Lifestyle Programs
Indoor Therapy Pool & Whirlpool, 25 Yard Outdoor Lap Pool
Saunas + Stocked Locker Rooms
Childcare & Youth Programs


Pay: $19 - $21 hourly (DOE)

Role and Responsibilities

The Service Desk Lead maintains a high standard of customer service for the service desk staff, delivering beyond our member's expectations. This person contributes to member retention, as well as new membership sales. The Service Desk Lead has the responsibility of checking members in and being responsive to member inquiries regarding goods and services while in the club facilities. The Service Desk Lead also responds to members' comments and suggestions, acting as the club's first line of communication with members and creating a friendly and welcoming environment. The Service Desk Lead manages all front desk staff and ensures an exceptional member experience and collaboration between the front desk and other club departments.

Specific Responsibilities

Essential Functions

Be knowledgeable and educate members about all programs and activities offered by Active Wellness
Recruit, train, and develop the Service Desk Team
Set a schedule for service desk team and be responsible for maintaining staff coverage
Ensures that the club is open on time
Works a minimum of 30 hours per week at the service desk
Schedule member and non-member appointments either in person or by phone and oversee point of sale
Present membership information to prospective members and sell memberships when needed
Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits
Administer emergency care to members and guests in need of assistance
Work as a TEAM with all other departments
Other duties and responsibilities as assigned by the supervisor

Other Functions

Uphold Active Wellness written policies and procedures
Enforce policies fairly and consistently
Assist in managing department Operational Standards of Excellence (OSE)
Conduct staff operational and safety meetings and training
Prepare an annual budget for the department
Review, verify, and be accountable for department payroll submissions
Submits purchase orders or expense reports for any and all departmental purchases according to established club guidelines
Ensure all department staff members maintain appropriate certifications/licenses/permits as required by their role
Be knowledgeable about all programs and activities offered by Active Wellness
Assist with keeping the club well stocked and clean
Attend Active Wellness site meetings and training
Handle injury and illness and security incident reporting

Qualifications and Education Requirements

Previous health club personal training experience is a plus.
Proficiency with both Google and Microsoft Office Suites
Business, sales, and customer service skill set are a must.
Team-oriented yet comfortable taking the lead on projects with a focus on collaboration.
Strong written and verbal communication skills.
High School Diploma
1 year in customer service, management experience a plus
Must be detail-oriented, organized, and highly responsive with a commitment to customer service
Strong verbal communication skills
Basic computer skills, customer service skills, results-oriented, ability to multitask, and commitment to the fitness industry
AED/CPR/First Aid Certified
Proof of citizenship or legal status

Physical and Working Conditions

Ability to take the responsibility for the health and safety of others
Ability to stand for several hours in the same shift; ability to lift 25 lbs
Fitness club environment
Must follow OSHA and Active Wellness safety standards

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