About the position
The Sales & Service Overnight (SSO) is a member of the Club Operations team that serves the needs of members and guests to create a welcoming, informative, and enjoyable experience. Working a dedicated overnight shift, the SSO plays a critical role in upholding the 24 Hour Fitness Service Commitments starting with a Clean, Friendly, Well-Maintained gym. The SSO will regularly interact with guests inquiring about memberships and through consultative and engaging conversation, helps inspire guests to take the right next steps in pursuing their fitness goals. In addition, the SSO maintains relationships with existing members, greeting them during check-in, resolving concerns that may arise, and contributing to a best-in-class member-centric environment.
Responsibilities
- Ensure members receive a friendly greeting/check-in and prompt attention to their needs
- Maintain name relationships with members and serve as a resource for their questions or concerns
- Resolve member concerns as they arise and escalate through the proper management channels when needed
- Be present on the club floor and locker rooms, helping keep a clean and safe environment
- Regularly conduct team cleans and identify equipment and/or amenities in need of service
- Help guests become comfortable in the club
- Offer tours, discuss amenities and answer membership questions
- Inspire guests to achieve their personal fitness goals
- Present 24 Hour Fitness in a way that best connects with guests
- Remove barriers and misconceptions on both free and fee-based Fitness services (Personal Training, Group Exercise, 24GO Digital)
- Ensure new members are set up for success by meeting with a Personal Trainer
- Maintain a proficient knowledge base of current retail products
- Ensure proper retail merchandising and planogram standards
- Encourage members to refer guests to try the club
- Offer in-club promotions including Personal Training, Add-On Memberships, etc.
Requirements
- Knowledge of all 24 Hour Fitness Membership sales and administrative processes
- Computer skills for using 24 Hour Fitness systems and other common applications as needed
- Strong customer service skills
- Strong communication skills both oral and written
- Organization skills
- Attention to detail
- High School diploma or General Educational Development (G.E.D.)
- Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required
- Must complete SSO training (includes Club Orientation and Club Safety) prior to working alone at the front desk
- 6-12 months experience in customer service function
- Prior overnight shift experience preferred
- Experience operating multiple phone lines preferred
- Basic computer skills
Nice-to-haves
- Prior overnight shift experience preferred
- Experience operating multiple phone lines preferred
Benefits
- Free Club Membership
- Employee Assistance Program (EAP)
- Basic Group Life and AD&D Insurance ($10,000)
- 401k Savings and Investment Plan
- Medical/Dental/Vision Benefits for average of 30 hours or more per week
- Paid Time Off
- Sickness Benefits
- Complimentary membership for all 24 Hour Team members and their eligible dependents
