Sales and Service Overnight Representative

3 weeks ago

Long Beach, California, United States 24 Hour Fitness Full time

Job Summary:

The Sales and Service Overnight team member is a key member of the Club Operations team, responsible for creating a welcoming, informative, and enjoyable experience for members and guests. Working a dedicated overnight shift, this role plays a critical role in upholding the 24 Hour Fitness Service Commitments, starting with a Clean, Friendly, Well-Maintained gym.

Essential Duties & Responsibilities:

Member Engagement:

  • Uphold Service Commitments and drive member satisfaction by ensuring members receive a friendly greeting/check-in and prompt attention to their needs.
  • Maintain name relationships with members and serve as a resource for their questions or concerns.
  • Resolving member concerns as they arise and when needed, escalating through the proper management channels.
  • Be present on the club floor and locker rooms, helping keep a clean and safe environment.
  • Regularly conduct team cleans and identify equipment and/or amenities in need of service.

Guest Experience & New Member Onboarding:

  • Generate quality guest visits and assist enrollment as needed through helping guests become comfortable in the club, offering tours, discussing amenities, and answering membership questions.
  • Inspire guests to achieve their personal fitness goals by presenting 24 Hour Fitness in a way that best connects with guests.
  • Remove barriers and misconceptions on both free and fee-based Fitness services (Personal Training, Group Exercise, 24GO Digital).
  • Ensure new members are set up for success by meeting with a Personal Trainer.

Retail Merchandising and Other In-Club Promotions:

  • Sell retail products and generate additional club revenue by maintaining a proficient knowledge base of current retail products, ensuring proper retail merchandising and planogram standards, and encouraging members to refer guests to try the club.
  • Offer in-club promotions including Personal Training, Add-On Memberships, etc.

ORGANIZATION RELATIONSHIPS:

This position will report directly to the Sales & Service Manager.

REQUIRED QUALIFICATIONS:

Knowledge, Skills & Abilities:

  • All 24 Hour Fitness Membership sales and administrative processes.
  • Computer skills for using 24 Hour Fitness systems and other common applications as needed.
  • Strong customer service skills.
  • Strong communication skills both oral and written.
  • Organization skills.
  • Attention to detail.

Minimum Educational Level/Certifications:

High School diploma or General Educational Development (G.E.D.).

Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required. CPR & AED certification will be provided through 24 Hour Fitness.

Must complete SSO training (includes Club Orientation and Club Safety) prior to working alone at the front desk.

Minimum Work Experience and Qualifications:

Must have 6-12 months experience in customer service function.

Prior overnight shift experience preferred.

Experience operating multiple phone lines preferred.

Basic computer skills.

Physical Demands/ Environmental Conditions:

While performing the duties of this job, the employee is regularly required to stand for up to 8 hours and must talk and hear. The employee occasionally sits, walks, kneels and reaches with hands and arms.

Frequently required to lift and/or move up to 45 lbs.

While performing the duties of this job, regularly exposed to moving mechanical parts.

The noise level in the environment is occasionally loud.

Travel Requirement:

Some travel may be required to attend meetings and trainings.

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