Overnight Sales and Service Associate

2 weeks ago

Homestead, Florida, United States 24 Hour Fitness Full time

FULL-TIME / PART-TIME

POSITION TYPE: Overnight Role

JOB SUMMARY

The Overnight Sales & Service Associate (OSSA) is an integral part of the Club Operations team, dedicated to meeting the needs of members and guests, ensuring a welcoming, informative, and enjoyable atmosphere. Working during the overnight hours, the OSSA plays a vital role in maintaining the 24 Hour Fitness Service Commitments, starting with a Clean, Friendly, and Well-Maintained facility. This position involves regular interaction with guests who inquire about memberships, and through engaging conversations, the OSSA inspires them to take meaningful steps towards achieving their fitness aspirations. Additionally, the OSSA fosters relationships with current members, greeting them during check-in, addressing any concerns, and contributing to a premier member-focused environment.

ESSENTIAL DUTIES & RESPONSIBILITIES

Member Engagement

Enhance member satisfaction by:

  • Providing a warm greeting/check-in and prompt assistance to their needs.
  • Building personal relationships with members and acting as a resource for their inquiries or issues.
  • Addressing member concerns as they arise and escalating them through appropriate management channels when necessary.
  • Being present on the gym floor and in locker rooms to help maintain a clean and safe environment.
  • Conducting regular team cleaning sessions and identifying equipment or amenities that require attention.

Guest Experience & New Member Onboarding

Facilitate quality guest visits and assist with enrollment by:

  • Helping guests feel comfortable in the club.
  • Offering tours, discussing amenities, and answering questions about memberships.
  • Motivating guests to pursue their personal fitness goals.
  • Presenting 24 Hour Fitness in a manner that resonates with guests.
  • Clarifying any misconceptions regarding both complimentary and fee-based fitness services (Personal Training, Group Exercise, 24GO Digital).
  • Ensuring new members are set up for success by coordinating with a Personal Trainer.

Retail Merchandising and In-Club Promotions

Drive retail sales and generate additional club revenue by:

  • Maintaining a strong knowledge of current retail offerings.
  • Ensuring compliance with retail merchandising and planogram standards.
  • Encouraging members to invite guests to experience the club.
  • Promoting in-club offers including Personal Training and Add-On Memberships.

ORGANIZATIONAL RELATIONSHIPS

This position reports directly to the Sales & Service Manager.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • Familiarity with all 24 Hour Fitness membership sales and administrative processes.
  • Proficient computer skills for utilizing 24 Hour Fitness systems and other necessary applications.
  • Exceptional customer service skills.
  • Strong verbal and written communication abilities.
  • Organizational skills and attention to detail.

Minimum Educational Level/Certifications

High School diploma or General Educational Development (G.E.D.) is required. Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from an approved organization is mandatory. CPR & AED certification will be provided through 24 Hour Fitness. Completion of OSSA training (including Club Orientation and Club Safety) is required prior to working independently at the front desk.

Minimum Work Experience and Qualifications

At least 6-12 months of experience in a customer service role is required. Previous overnight shift experience is preferred. Experience managing multiple phone lines is advantageous. Basic computer skills are necessary.

Physical Demands/Environmental Conditions

While performing the duties of this position, the employee is regularly required to stand for extended periods and must be able to communicate effectively. The employee may occasionally sit, walk, kneel, and reach with hands and arms. Frequent lifting and/or moving of up to 45 lbs is required. The employee may be exposed to moving mechanical parts, and the noise level in the environment can be occasionally loud.

Travel Requirement

Some travel may be necessary for meetings and training sessions.

DISCLAIMER: This job description is intended to provide a general overview of the position and is not an exhaustive list of all qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

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