Job Description
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. CUSTOMER SERVICE MANAGER - Sand Mountain Park & Amphitheater Sports Facilities Management, LLC LOCATION: Albertville, AL
DEPARTMENT: MEMBERSHIP REPORTS TO: MARKETING DIRECTOR STATUS: FULL-TIME (EXEMPT)
ABOUT THE COMPANY:
Sand Mountain Park & Amphitheater is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Albertville, AL. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.
Sand Mountain Park & Amphitheater is managed by Sports Facilities Management, LLC (SFM) a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.
SFC has been awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.
POSITION SUMMARY:
The Customer Service Manager is responsible for leading and enhancing customer experience at Sand Mountain Park & Amphitheater, ensuring high levels of satisfaction among members and guests. This role will oversee the daily operations of guest services, membership sales and retention, and customer relations. The ideal candidate will lead, by example, support team member development, and implement service standards that reflect the facility's values and commitment to excellence.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
Customer & Guest Experience
- Ensure a warm, professional, and welcoming environment for all members and guests
- Monitor and respond to customer feedback, complaints, and inquiries promptly and effectively
- Uphold and enforce customer service protocols to maintain high satisfaction levels
- Resolve escalated member issues with professionalism and empathy
Membership Management
- Oversee the membership sales process, including tours, sign-ups, renewals, and cancellations
- Analyze membership trends, generate reports, and recommend strategies to increase retention and acquisition
- Ensure membership database is accurate and updated regularly
- Collaborate with marketing and outreach teams to promote membership specials and events
Team Leadership
- Recruit, train, schedule, and supervise front desk and guest services team members
- Provide ongoing coaching, performance evaluations, and recognition to build a high-performing team
- Create and manage team member training programs related to service excellence and conflict resolution
Operations & Administration
- Maintain front desk operations, including opening/closing procedures, cash handling, and POS systems
- Monitor inventory and supply needs for the guest services area
- Ensure compliance with facility policies, safety regulations, and customer service standards
- Collaborate with other department leads (aquatics, fitness, sports programs) to ensure smooth guest experiences
THE IDEAL CANDIDATE HAS:
- A strong passion for serving
- Proficient administration skills
- Proven ability to learn new software programs
- Proven success in managing multiple tasks at one time
- Experience in dealing with sporting events as a consumer, or other relevant experience
- Experience and success in customer service, leadership, and organization
- Action-oriented personality with a 'get it done' attitude and proficiency for efficiency
- Proven ability to evaluate team member performance based on established KPI's
MINIMUM QUALIFICATIONS:
- Bachelor's degree in hospitality, business administration, recreation management, or a related field (preferred)
- 3+ years of experience in customer service management, preferably in a fitness or recreation environment
- Proven leadership and team management skills
- Strong communication, conflict resolution, and organizational abilities
- Proficient with CRM or membership software systems
- CPR/First Aid certification or willingness to obtain upon hire
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 20 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend
- Will be required to operate a computer
- Facility has intermittent noise
Job Tags
Full time,