24 Hour Fitness, INC. Service Expert Lead in San Ramon, California
LOCATION 4500 Norris Canyon Road San Ramon CA 94583
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.
The Service Expert Lead (SEL) supports the Service Expert Supervisor (SES) in delivering the best guest and member experience through execution of our service promise, and in club success routines. They support through peer development and training of the service expert team, and completion of tasks delegated from the SES. The SEL will not directly manage others
ESSENTIAL DUTIES & RESPONSIBILTIES
Deliver Member Experience
Ensure that all club members receive the highest level of customer service maximizing their experience
Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club
Set an example for the service expert team by consistently execute the basics in punctuality, dress code compliance, friendliness and cleanliness
Support member retention by advocating for the best member experiences and operational processes in the club
Proactively engage club member base, regularly greet and interact with members
Responsible for ensuring that the service expert team members are completing all responsibilities during their shift
Responsible for running point for the service expert team and managing the front desk during their scheduled shifts
Handle member service issues to include: personal training, lost and found items, change of address, EFT setup or change, and questions regarding billings and payments
Assists in the execution of retail promotions and merchandising activities
Operate the POS System and make recommendations on retail products
Keep front desk area and lobby clutter free and orderly
Perform general cleaning duties to include hourly locker room checks
Deliver Guest Experience
Provide a welcoming and transparent guest experience for potential new members which can include registration, tours, addressing questions and concerns, presenting membership options and offering passes to try out the gym
Responsible for assisting and directing guests, monitoring incoming inquiries and ensuring proper guest check in procedures are followed.
Support guests as needed with the completion of our digital guest registration system
Answer inquiries regarding membership options and club amenities to assist with the decision to join
Provide tours of the club facility at the request of the guests to assist with their decision to join.
Complete all new member onboarding SOPs such as cardless check-in and easy pay enrollment.
Follow-up with guests on trial passes per current SOP
Sets the example for the service expert team by delivering a great guest experience, while maintaining our company values
Staffing and Development
Support the SES with training & development of the service expert team on 24 Hour Fitness success routines, SOPs, and objectives
Conduct scheduled and impromptu check-ins with newly hired Service Experts offer direction, motivation and guidance toward achieving individual and company goals
Demonstrate a sense of common responsibility and teamwork across the service expert team to improve the member and team member experience
Be the early adopter and change management leader for new operational procedures and company directives within the service expert team
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, computer check-in, telephone inquiry, guest registration and check-in, master appointment book, cash handling, etc.
Support the SES and AGM with maintaining an efficient "back office"
Support AGM and SES with making bank deposits and executing cash management success routines
Support SES and AGM with the ordering and maintenance of club supplies.
Support SES and AGM with proper retail inventory receiving and inventory control activities per success routines and SOP
This position will NOT directly manage others
This position will support the onboarding, guidance and development of team members in the following positions
Service Expert Night
Service Representative Night
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 required
In California Clubs, Trustline Registration is required.
Minimum Work Experience and Qualifications
Must have more than one year of experience in a customer service function. Retail environment 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. 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.
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.
- Some travel may be required to attend meetings and trainings.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
FUNCTIONAL GROUP Operations