Service Representative Lead - Santa Monica SS

24 Hour Fitness Worldwide, Inc. Santa Monica , CA 90405

Posted 3 days ago

LOCATION 2929 - 31st. Street Santa Monica CA 90405

At 24 Hour Fitness we are committed to our mission of helping people-team members and members alike-to become the best version of themselves. We've changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We're looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people.

Description :

The Service Representative Lead (SRL) provides customer service support to the club members and guests.

  • Responsible for delivering the 24 Hour Fitness Service Promise; contribute to running a clean, friendly and well maintained club, and executing the team member basics of being on time and complying with the dress code

  • Responsible for assisting and directing members/guests

  • Supervises the front desk and retail operations

  • Monitoring incoming inquiries and ensuring proper check in procedures are followed

Essential Duties & Responsibilities :

  • Front Desk

  • Greets, checks-in, and services all members, and registers all guests. Answers the phones and obtains appropriate information and transfers calls as necessary

  • Maintains the Guest Registers, Fitness Profiles, Telephone Inquiries, and Group X schedules and reservation records

  • Supervises Point of Sales (POS) operations and files daily and weekly club revenue reports

  • Keeps the front desk and surrounding areas orderly and clean

  • Club Operations/Administration

  • Monitors Retail goals and ensures club is on track to meet and exceed assigned goals

  • Partners with Facilities Maintenance on repairs and maintenance and general upkeep in the club

  • Development

  • Trains Kids' Club staff on Kids' Club related training programs and policies and procedures

  • Monitors Kids' Club staff job performance

  • Assist OM with performance appraisals

Qualifications :

  • Must have 6 months Service Representative (SR) experience

  • Experience with multiple phone lines preferred

  • Strong interpersonal and communication skills, including proper telephone etiquette.

  • Able to generate, maintain and demonstrate a friendly, enthusiastic and positive attitude

  • Possess a strong customer service focus. Responds professionally to requests and inquiries from guests, members and staff

  • Understands and follow oral and written instructions. Communicates clearly and concisely

  • Possesses strong organizational skills

  • Understands basic record keeping practices and procedures

  • Able to file both alphabetically and numerically. Demonstrates the ability to organize and prioritize multiple tasks

Certifications / Educational Requirements :

  • High School Diploma or GED required

  • Successful completion of the STP Club Orientation, Club Safety, and Front Desk Attendant Training Programs

Physical Requirements :
1.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
2.Frequently required to lift and/or move up to 25 lbs.

Work Environment :

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

  • The noise level in the environment is occasionally loud

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

FUNCTIONAL GROUP Operations

FULL-TIME Part-time


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VIEW JOBS 1/18/2019 12:00:00 AM 2019-04-18T00:00 LOCATION 2929 - 31st. Street Santa Monica CA 90405 At 24 Hour Fitness we are committed to our mission of helping people—team members and members alike—to become the best version of themselves. We’ve changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We’re looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people. Description : The Service Representative (SR) provides customer service support to the club members and guests. + Responsible for delivering the 24 Hour Fitness Service Promise; contribute to running a clean, friendly and well maintained club, and executing the team member basics of being on time and complying with the dress code + Responsible for assisting and directing members/guests + Monitoring incoming inquiries and ensuring proper check in procedures are followed Essential Duties & Responsibilities : + Member and Guest Check in Compliance + Greet all incoming members and guests + Ensure all check in procedures are followed + Ensure Guest Fitness Profiles are completed and appropriate fees are collected + Enter Guest and Telephone Inquiry information into CRM + Customer Service + Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests + Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments + Record member concerns on the Member Service Log or Maintenance Log (depending on issue) + Record lost and found items on the Lost and Found Property Log and secure items per policy + Ensure required forms are available, and completed and processed properly (e.g. Kid’s Club Log, Group X Reservation sheets, etc.) + Promote and sell merchandise + Keep front desk area and lobby clutter free, and orderly + Perform general cleaning duties to include hourly locker room checks + Point of Sales + Operate POS system and ensure open/close/break procedures are followed + Reconcile and report all incoming or outgoing transitions + Process all transactions through POS Qualifications : + Must have 6-12 months experience in customer service function. Retail environment preferred + Experience with multiple phone lines preferred + Basic computer skills + Strong customer service skills + Strong communication skills both oral and written + Organization skills + Attention to detail Certifications / Educational Requirements : + High School Diploma or GED required Physical Requirements : + While performing the duties of this job, the employee is regularly required to stand for up to 8 hours. The employee occasionally sits, walks, kneels and reaches with hands and arms + Frequently required to lift and/or move up to 25 lbs. Work Environment : + While performing the duties of this job, regularly exposed to moving mechanical parts + The noise level in the environment is occasionally loud _This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant._ FUNCTIONAL GROUP Operations FULL-TIME Part-time 24 Hour Fitness Worldwide, Inc. Santa Monica CA

Service Representative Lead - Santa Monica SS

24 Hour Fitness Worldwide, Inc.