Sales and Service Overnight

Sales & Service Overnight

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.

Essential Duties & Responsibilities

Member Engagement

Uphold Service Commitments and drive member satisfaction by:

1. Ensuring members receive a friendly greeting/check-in and prompt attention to their needs
2. Maintaining name relationships with members and serving as a resource for their questions or concerns
3. Resolving member concerns as they arise and when needed, escalating through the proper management channels
4. Being present on the club floor and locker rooms, helping keep a clean and safe environment
5. Regularly conducting team cleans and identifying equipment and/or amenities in need of service

Guest Experience & New Member Onboarding

Generate quality guest visits and assist enrollment as needed through:

1. Helping guests become comfortable in the club
2. Offering tours, discussing amenities and answering membership questions
3. Inspiring guests to achieve their personal fitness goals
4. Presenting 24 Hour Fitness in a way that best connects with guests
5. Removing barriers and misconceptions on both free and fee-based Fitness services (Personal Training, Group Exercise, 24GO Digital)
6. Ensuring new members are set up for success by meeting with a Personal Trainer

Retail Merchandising and Other In-Club Promotions

Sell retail products and generate additional club revenue by:

1. Maintaining a proficient knowledge base of current retail products
2. Ensuring proper retail merchandising and planogram standards
3. Encouraging members to refer guests to try the club
4. Offering in-club promotions including Personal Training, Add-On Memberships, etc.

Organization Relationships

This position will report directly to the Sales & Service Manager.

Variable Compensation:

Team Members in this role are eligible to participate in 24 Hour Fitness's Fitness Sales and Membership Sales Commission Plans. These plans reward exceptional service, incentivize success, and empower earning potential by aligning pay with your contributions.

Required Qualifications

Knowledge, Skills & Abilities

• 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

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. CPR & AED certification will be provided through 24 Hour Fitness.
• Must complete SSO 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.

Travel Requirement

• Some travel may be required to attend meetings and trainings.

Disclaimer: This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

Benefits Summary

24 Hour Fitness offers benefit programs designed to meet the diverse needs of all team members, including health coverage, as well as Company paid benefits that are automatically provided at no cost, such as group life and accident insurance. There are eligibility requirements for each plan based on your position, hire and/or service date and your average hours worked. Benefit eligible team members may also accrue vacation hours. All 24 Hour Team members, and their eligible dependents, receive a complimentary membership.

Compensation Summary

All Employees: Free Club Membership, Employee Assistance Program (EAP), Basic Group Live and AD&D Insurance ($10,000), and 401k Savings and Investment Plan.

Average of 30 hours or more per week: Medical/Dental/Vision Benefits, Paid Time Off, and Sickness Benefits (in addition to the above).

Actual offer may vary from posted hiring range based on location, work experience, and/or education.

Pay Range: $16.90 - $16.90

Functional Group: Service