Service Representative Night - Concord

24 Hour Fitness Worldwide, Inc. Concord , CA 94519

Posted 2 weeks ago

LOCATION 359 Sun Valley Mall Road Concord CA 94520

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:

As a brand ambassador, the Service Expert Night (SEN) represents 24 Hour Fitness to member and guests by delivering a positive experience leading to member acquisition and retention.

Responsible for:

  • Enthusiastically helping create a club climate that supports our mission statement: To Improve Lives Through Fitness.

  • Executing the 24 Hour Fitness Service Promise; contributing to running a Clean, Friendly and Well Maintained club.

  • Upholding 24 Hour Fitness' core values of ACHIEVE: Accountability, Connected, High Expectations, Integrity, Energize, Versatility, and Enjoy What You Do

ESSENTIAL DUTIES & RESPONSIBILITIES:

Member Check in / Customer Service

  • Ensure members and guests receive a friendly greeting/check-in and prompt attention to their needs

  • Answer all incoming inquiries and obtain appropriate information to direct/transfer calls or take messages

  • Effectively use 24 Hour Fitness tools and processes to engage with guests and explain membership benefits to convert guests into members

  • Offer to sign-up newly enrolled members for personal training and/or schedule a Fitness Appointment

  • Handle member service issues to include: Personal Training, Guest passes, Lost and Found items, Cardless Check-in, EasyPay, change of address, EFT setup or change, and questions regarding payments, etc.

  • Record member concerns on the Member Action Request Log and/or Service Planner

  • Record lost and found items on the Lost and Found Property Log and secure items per policy

Club Cleanliness and Safety

  • Keep front desk area and lobby clean, clutter free, and orderly/organized

  • Clean and organize lobby, and weight and cardio rooms

  • Perform safety checks during the shift to ensure club is secured and safe

  • Close men's and/or women's locker rooms to provide access for janitorial team to complete deep cleaning

  • Re-rack all equipment and weights

  • Record equipment, facility, and janitorial issues in Accruent.

  • Other cleaning duties as assigned

Administrative

  • Read and be familiar with all club communication as directed by your direct manager in the Service Planner

  • Ensure required forms are available, and completed and processed properly (e.g., Group X Reservation sheets, etc.)

  • Inventory Front Desk supplies including first aid kits, and report to Assistant General Manager or Service Expert Supervisor when supplies are low

  • Fill out Service Planner and other duties associated with Planner.

  • Complete all trainings as assigned.

  • Other duties as assigned

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • 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 (within 60 days of employment).

  • Must complete Service Expert Night 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.

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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Service Representative Night - Concord

24 Hour Fitness Worldwide, Inc.