Customer Service Coordinator
Coralville, IA

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Coralville, IA 52241
United States

Exercise / Fitness
Manages Others
Experience Required
Degree Required
Security Clearance Required
From $11 To $14
Per Year    
Employment Type
Work Schedule
Part Time
No Travel
Job Description
General Position Description

The Customer Service Coordinator will lead, direct and control all facets of the Service Desk department operations with an emphasis on customer service and administration. This position reports to the General Manager. The Customer Service Coordinator is responsible for creating and deepening relationships with members and guests and delivering the highest quality customer service to all members and guests through professional greetings, account maintenance, extensive knowledge of Performance products and services as well as proactively meeting the needs of members and guests.


Responsibilities of the Position

Management/Leadership Duties
  • Manage Service Desk Associates to ensure policies and procedures as outlined in the Club Operations Manual and are followed at all times.
  • Manage and motivate Service Desk Associates to emphasize superior customer service.
  • Conduct monthly staff meetings with the Service Desk department.
  • Budgets and schedules Service Desk staff coverage.
  • Ensure that all employees are wearing proper uniform attire and nametags.
  • Position is a scheduled Service Desk position in addition to Coordinator duties. 

Sales & Operations Support

  • Ensures that the Service Desk is functioning according to Club Policy and Procedure.
  • Manages and controls all Service Desk binders according to Club Policy and Procedure.
  • Manage Daily Activity Log.
  • Ensures Service Desk staff correctly enters information into Member Service Log.
  • Directs and controls all club tours with potential members.
  • Manages and controls the Maintenance Log.
  • Communicates with GM regarding ways to improve Service Desk and club operations.
  • Oversees “Lost and Found” items and their storage.
  • Responsible for making periodic cash deposits to avoid too much cash in registers.
  • Inspect cash register drawer counts and complete after-shift reports.
  • Responsible for the control of cash deposit by assisting the GM with ensuring the daily deposit is made on time.
  • Properly manage and maintain operational and payroll budget.

Retail Management

  • Manage and support retail & concession sales and promotions.
  • Supports in ordering all retail & concession items and supplies.
  • Conducts daily and month-end retail and concession inventories.
  • Inventory Control to include locking up storage, receiving and reconciling incoming merchandise.
  • Must maintain the target profit margin for the club on all retail sales.


  • Trains and supervises all Service Desk Associates and makes hiring recommendations to GM.
  • Responsible for completing HR paperwork for Service Desk Associates prior to new hire orientation.


  • Serves as liaison between Service Desk and other Club Departments.
  • Attends required training and management meetings.
  • Maintains monthly Service Desk staffing schedules.
  • Greet and service members in a friendly and professional manner.
  • Greets and registers guests.
  • Answers the phone using the correct greeting and assists callers as needed.
  • Processes all transactions at the Point of Sale register.
  • Assists members with all inquiries.
  • Maintains a clean and orderly Service Desk/lobby area.
  • Ensures that Service Desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests.
  • Projects a polished, professional image at all times.
  • Provides a superior level of customer service to members and guests.
  • Performs a variety of duties including filing paperwork, folding towels, doing walk-thru’s of the facility or any other duties as assigned.
  • Attentively and promptly respond to member needs.
  • Admit members by scanning their membership cards and appropriately respond to messages regarding the account.
  • Answer and transfer phone calls in a timely and professional manner. 
  • Schedule members for Performance programs & services as needed.
  • Process member paperwork, including address changes, member cancellations, new members, electronic funds transfers, and payments.


Responsibilities of all Positions

  • Support and articulate the Performance mission statement
  • Adhere to company policies and procedures
  • Ensure cleanliness of the club using all 5 senses:
    • Sight to ensure club is neat and orderly
    • Sound to ensure music/ sound levels are appropriate
    • Touch to ensure floors, countertops, etc are clean and dry
    • Taste to ensure food & beverages in the café are up-to-standards
    • Smell to ensure the club is fresh and odor free



Job Requirements
Required Skills & Prerequisites
• High School diploma or GED required
• College degree preferred

• 1-2 years customer service experience
• 1 year management experience preferred

Licenses / Certifications / Registrations
• None

Additional Skills
• Extensive knowledge of all club activities and promotions
• Firmly but tactfully enforce Performance Health & Fitness Policies and Procedures
• Excellent customer service and promotional skills
• Excellent communication, listening, and interpersonal skills
• Ability to build relationships with members
• Ability to resolve conflicts in a professional, tactful manner
• Ability to multi-task and learn quickly
• Ability to operate a personal computer
• Knowledge of standard office procedures and computer software

Assigned Hours
• Part-time, 20-30 hours per week
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