Service Representative Night

Company Name:
24 Hour Fitness, INC.
Job Description:
Job Classification: Non-Exempt
Job Summary
The Service Representative Night (SRN) provides customer service support to the club members and guests.
Responsible for delivering the 24 Hour Fitness Service Promise; contribute to running a clean, friendly and well maintained club, and executing the team member basics of being on time and complying with the dress code. .
Responsible for assisting and directing members/guests
Ensures a safe and secure club
Monitoring incoming inquiries and ensuring proper check in procedures are followed
Organizational Relationship:
Reports to the Service Manager (SM) or Assistant Service Manager (ASM)
Essential Duties & Responsibilities:
Member Check in/Customer Service 60% of time
Greet all incoming members
Follow all check in procedures
Answer all incoming inquiries and obtain appropriate information to direct/transfer calls or take messages
Handle member service issues to include: Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments, etc.
Record member concerns on the Member Service Log
Record lost and found items on the Lost and Found Property Log and secure items per policy
Club Cleanliness and Safety 30% of time
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
Re-rack all equipment and weights
Record equipment, facility, and janitorial issues on the Maintenance Logs
Other cleaning duties as assigned
Administrative 10% of time
Read and be familiar with all club communications (requires initials) (I'm not sure what the reference to initials means)
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 Service Manager when supplies are low
Fill out Front Desk Planner and other duties associated with Planner.
Other duties as assigned
Knowledge, Skills & Abilities:
Strong customer service skills
Strong communication skills both oral and written
Organization skills
Attention to detail
Certifications / Educational Level:
High School Diploma or GED required
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) from approved organization (within 60 days of employment)
Must complete STP Front Desk Night training (includes STP Club Orientation and STP Club Safety) prior to working alone at the Front Desk
Must attend New Hire Training prior to first scheduled shift in assigned club
Must have 6-12 months experience in customer service function.
Experience operating multiple phone lines preferred.
Basic Computer Skills
Physical Requirements:
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 25 lbs.
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.
Auto req ID: 3010BR
Job Title: Service Representative Night
Area of Interest: Service
Location Name: 00548 Mililani SS - HI
Address: 95-221 Kipapa Drive
City: Mililani
State: HI
Zip Code: 96789
Date: Sep 5, 2014
Location: Mililani, HI, US
Job Segment: Customer Service Representative, Front Desk, Facilities, Night, Operations, Customer Service, Administrative

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