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About the Role
The Sales & Service Overnight (SSO) is a member of the Club Operations team responsible for creating a welcoming, informative, and enjoyable experience for members and guests. Working a dedicated overnight shift, the SSO upholds service commitments by ensuring a clean, friendly, and well-maintained gym. This role involves interacting with guests about memberships, assisting with onboarding new members, and maintaining relationships with existing members by addressing concerns and contributing to a member-centric environment.
Responsibilities
- Ensuring members receive a friendly greeting/check-in and prompt attention to their needs
- Maintaining name relationships with members and serving as a resource for their questions or concerns
- Resolving member concerns as they arise and escalating through proper management channels when needed
- Being present on the club floor and locker rooms, helping keep a clean and safe environment
- Regularly conducting team cleans and identifying equipment and/or amenities in need of service
- Helping guests become comfortable in the club
- Offering tours, discussing amenities and answering membership questions
- Inspiring guests to achieve their personal fitness goals
- Presenting 24 Hour Fitness in a way that best connects with guests
- Removing barriers and misconceptions on both free and fee-based Fitness services
- Ensuring new members are set up for success by meeting with a Personal Trainer
- Maintaining a proficient knowledge base of current retail products
- Ensuring proper retail merchandising and planogram standards
- Encouraging members to refer guests to try the club
- Offering in-club promotions including Personal Training and Add-On Memberships
Requirements
- Proficient knowledge of all 24 Hour Fitness Membership sales and administrative processes
- Computer skills for using 24 Hour Fitness systems and other common applications
- Strong customer service skills
- Strong communication skills, both oral and written
- Organization skills
- Attention to detail
- Must have 6-12 months of experience in a customer service function
- Prior overnight shift experience preferred
- Experience operating multiple phone lines preferred
- Basic computer skills
- Regularly required to stand for up to 8 hours
- Must talk and hear
- Occasionally sits, walks, kneels and reaches with hands and arms
- Frequently required to lift and/or move up to 45 lbs
- Some travel may be required to attend meetings and trainings
Skills
- Customer service
- Communication (oral and written)
- Organization
- Attention to detail
- Computer skills
- Sales
- Membership sales
- Retail merchandising
- CPR/AED certification
Location
- Onsite
Work Type
- Overnight shift
- Full-time
Experience Level
- 6-12 months customer service experience
Education Level
- High school diploma or G.E.D.
- CPR and AED certification
Salary/Compensations
- Eligible for Fitness Sales and Membership Sales Commission Plans
Benefits
- CPR & AED certification provided through 24 Hour Fitness
- SSO training provided
About the Company
- 24 Hour Fitness is a company that operates fitness clubs.