24 Hour Fitness, INC. Service Expert Night in Carlsbad, California
LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011
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.
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.
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
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
Knowledge, Skills & Abilities
Strong customer service skills.
Strong communication skills both oral and written.
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