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Service Representative Lead Job
24 Hour Fitness
Date: May 19, 2013
Location: Hayward, CA, US
| Auto req ID: | 7568BR |
| Job Title: | Service Representative Lead |
| Area of Interest: | Service |
| Location Name: | 00488 Hayward SS - CA |
| Address: | 2480 Whipple Rd |
| City: | Hayward |
| State: | CA |
| Zip Code: | 94544 |
| Job Description: | Job Summary The Lead Service Representative (LSR) 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 Organizational Relationship: Reports to the Service Manager (SM) or Assistant Service Manager (ASM) Essential Duties & Responsibilities: Front Desk [80% of time] - 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 [10% of time] - 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 [10% of time] - Trains Kids’ Club staff on Kids’ Club related training programs and policies and procedures. - Monitors Kids’ Club staff job performance. - Assist SM with performance appraisals. Qualifications: Knowledge, skills & abilities: - 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 Level: - High School Diploma or GED required - Successful completion of the STP Club Orientation, Club Safety, and Front Desk Attendant Training Programs Experience: - Must have 6 months Service Representative (SR) experience. - Experience with multiple phone lines preferred Physical Requirements: - 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 25 lbs. |
Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland
Job Segments: Customer Service Representative, Front Desk, Customer Service, Administrative