Sales and Service Overnight Representative

3 weeks ago

Fontana, United States 24 Hour Fitness Full time
Job Summary

The Sales and Service Overnight (SSO) is a key member of the Club Operations team, responsible for delivering exceptional member and guest experiences. Working a dedicated overnight shift, the SSO plays a critical role in upholding the 24 Hour Fitness Service Commitments, starting with a clean, friendly, and well-maintained gym.

The SSO will regularly interact with guests, inquiring about memberships and through consultative and engaging conversations, helps inspire guests to take the right next steps in pursuing their fitness goals. In addition, the SSO maintains relationships with existing members, greeting them during check-in, resolving concerns that may arise, and contributing to a best-in-class member-centric environment.

Essential Duties & Responsibilities

  • 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.
  • Resolve 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

  • 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 an 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.

Disclaimer

This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

Benefits Summary

24 Hour Fitness offers benefit programs designed to meet the diverse needs of all team members, including health coverage, as well as Company-paid benefits that are automatically provided at no cost, such as group life and accident insurance. There are eligibility requirements for each plan based on your position, hire and/or service date, and your average hours worked.

Benefit-eligible team members may also accrue vacation hours. All 24 Hour Fitness team members, and their eligible dependents, receive a complimentary membership.

Compensation Summary

All Employees: Free Club Membership, Employee Assistance Program (EAP), Basic Group Life and AD&D Insurance ($10,000), and 401k Savings and Investment Plan.

Average of 30 hours or more per week: Medical/Dental/Vision Benefits, Paid Time Off, and Sickness Benefits (in addition to the above).

Actual offer may vary from posted hiring range based on location, work experience, and/or education.

Pay Range: $16.00

Functional Group

Service

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