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Service Representative Night

Date: Nov 2, 2014

Location: Olathe, KS, US

Company: 24 Hour Fitness

Auto req ID: 3207BR
Job Title: Service Representative Night
Area of Interest: Service
Location Name: 00693 Olathe - KS
Address: 13370 S Blackfoot Drive
City: Olathe
State: KS
Zip Code: 66062
Job Description: Job Summary
The Service Representative Night (SRN) 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

- Ensures a safe and secure club

- 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:

Member Check in/Customer Service [60% of time]

- Greet all incoming members

- Follow all check in procedures

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

- Handle member service issues to include: Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments, etc.

- Record member concerns on the Member Service Log

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

Club Cleanliness and Safety [30% of time]

- 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

- Re-rack all equipment and weights

- Record equipment, facility, and janitorial issues on the Maintenance Logs

- Other cleaning duties as assigned

Administrative [10% of time]

- Read and be familiar with all club communications

- 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 Service Manager when supplies are low

- Fill out Front Desk Planner and other duties associated with Planner.

- Other duties as assigned

Knowledge, Skills & Abilities:

- Strong customer service skills

- Strong communication skills both oral and written

- Organization skills

- Attention to detail

Certifications / Educational Level:

- High School Diploma or GED required

- Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) from approved organization (within 60 days of employment)

- Must complete STP Front Desk Night training (includes STP Club Orientation and STP Club Safety) prior to working alone at the Front Desk

- Must attend New Hire Training prior to first scheduled shift in assigned club


- Must have 6-12 months experience in customer service function.

- Experience operating multiple phone lines preferred.

- Basic Computer Skills

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: Olathe
Nearest Secondary Market: Kansas City
Job Segment: Customer Service Representative, Facilities, Front Desk, Night, Customer Service, Operations, Administrative