24 Hour Fitness
Overview
The Sales and Service Expert (SSE) delivers an outstanding and well-rounded sales and service experience to all guests and members through a compelling approach of offering membership, fitness and retail products and services. The SSE builds relationships and translates the value of 24 Hour Fitness product and service offerings, with a strong focus on behaviors that drive member acquisition and retention. The SSE delivers successful guest and member engagement and attainment of sales revenue goals. Responsibilities
Guest Experience and New Member On-boarding: Executes the CARE sales model with each guest and relates how 24 Hour Fitness products and services will satisfy their fitness needs; tours potential members through the club describing the facility, equipment, services and amenities tied to their fitness needs and goals, and ensures all guests are registered through the digital kiosk. Communicates membership and fitness offers clearly using company-provided presentation tools. Enrols guests using company sales techniques and protocol; adheres to Membership Agreement Procedures (MAP) when enrolling members and guests. On-boards new members and assists with member retention activities to drive club profitability. Consistently achieves or exceeds personal and team sales goals. Prospecting and Lead Generation: Obtains leads externally from the community using company tools/programs (e.g., community outreach/local promotions, corporate sales on-sites). Generates leads/new business internally through member promotions, referrals, guest passes, and contacting leads by phone. Sets appointments for all leads and potential new business opportunities. Communicates and promotes local and global marketing campaigns to leads and members. Manages and follows up on leads/new business using a Lead Management System. Executes daily planner to track and plan for successful lead management and selling activities. Consistently achieves or exceeds personal productivity goals. Member Experience: Partners with Sales and Service Manager (SSM) to provide a best-in-class, member-centric experience that strengthens member relationships and retention. Ensures members receive a friendly greeting/check-in and prompt attention to their needs. Engages members with fitness offerings including personal training, group exercise classes and 24GO digital content. Maintains name relationships with members, serves as a resource for questions, and connects them with the appropriate 24 Hour Fitness resources. Provides a clean, friendly, well-maintained club to members and guests and helps new members become comfortable in the club. Compensation
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. Organization Relationships
Reports to the Sales and Service Manager. Communicates and interacts with club members, prospective members and outside/third party vendors. This position does not have any direct reports. Required Qualifications
Knowledge, Skills & Abilities In-depth knowledge and experience with sales practices and techniques. General understanding of Fitness Industry. Ability to work with computers. Strong interpersonal communication skills. Strong customer service skills. Independent, self-starter with strong organizational skills. Ability to work as part of a team. Ability to operate Point of Sale (POS) System. Knowledge of Membership System software preferred. Minimum Educational Level/Certifications High School Diploma or GED. Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required (within 60 days of employment). Bachelor's degree preferred. Work Experience and Qualifications Prior experience in fitness or retail industry preferred. 1-2 years of experience in service sales preferred. Physical Demands/Environmental Conditions
Ability to work in club office; move about club floors and rooms. Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures. Ability to communicate telephonically with members. Ability to access and operate company computer systems including document preparation, data entry, reading and interpreting general and financial reports from a computer database or email system. While performing duties, may be exposed to moving mechanical parts. Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, weekends, and holidays may be required. Able to work in a loud environment. Travel Requirement
Minimum travel may be required for training purposes and lead generation. Disclaimers
DISCLAIMER: The statements describe the general nature and level of work and are not intended to be exhaustive. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties change with business necessity. COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining privacy and confidentiality, protecting assets, acting with ethics and integrity, reporting non-compliance, and adhering to applicable laws and 24 Hour Fitness policies. SERVICE & QUALITY: In addition to defined technical requirements, accountable for demonstrating service behaviors and principles defined by 24 Hour Fitness and ensuring superior service to members, contract providers and vendors. WORKPLACE SAFETY: Employees are accountable for working safely; following established policies; and reporting injuries and hazards. Supervisors and Managers are accountable for safety performance.
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The Sales and Service Expert (SSE) delivers an outstanding and well-rounded sales and service experience to all guests and members through a compelling approach of offering membership, fitness and retail products and services. The SSE builds relationships and translates the value of 24 Hour Fitness product and service offerings, with a strong focus on behaviors that drive member acquisition and retention. The SSE delivers successful guest and member engagement and attainment of sales revenue goals. Responsibilities
Guest Experience and New Member On-boarding: Executes the CARE sales model with each guest and relates how 24 Hour Fitness products and services will satisfy their fitness needs; tours potential members through the club describing the facility, equipment, services and amenities tied to their fitness needs and goals, and ensures all guests are registered through the digital kiosk. Communicates membership and fitness offers clearly using company-provided presentation tools. Enrols guests using company sales techniques and protocol; adheres to Membership Agreement Procedures (MAP) when enrolling members and guests. On-boards new members and assists with member retention activities to drive club profitability. Consistently achieves or exceeds personal and team sales goals. Prospecting and Lead Generation: Obtains leads externally from the community using company tools/programs (e.g., community outreach/local promotions, corporate sales on-sites). Generates leads/new business internally through member promotions, referrals, guest passes, and contacting leads by phone. Sets appointments for all leads and potential new business opportunities. Communicates and promotes local and global marketing campaigns to leads and members. Manages and follows up on leads/new business using a Lead Management System. Executes daily planner to track and plan for successful lead management and selling activities. Consistently achieves or exceeds personal productivity goals. Member Experience: Partners with Sales and Service Manager (SSM) to provide a best-in-class, member-centric experience that strengthens member relationships and retention. Ensures members receive a friendly greeting/check-in and prompt attention to their needs. Engages members with fitness offerings including personal training, group exercise classes and 24GO digital content. Maintains name relationships with members, serves as a resource for questions, and connects them with the appropriate 24 Hour Fitness resources. Provides a clean, friendly, well-maintained club to members and guests and helps new members become comfortable in the club. Compensation
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. Organization Relationships
Reports to the Sales and Service Manager. Communicates and interacts with club members, prospective members and outside/third party vendors. This position does not have any direct reports. Required Qualifications
Knowledge, Skills & Abilities In-depth knowledge and experience with sales practices and techniques. General understanding of Fitness Industry. Ability to work with computers. Strong interpersonal communication skills. Strong customer service skills. Independent, self-starter with strong organizational skills. Ability to work as part of a team. Ability to operate Point of Sale (POS) System. Knowledge of Membership System software preferred. Minimum Educational Level/Certifications High School Diploma or GED. Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required (within 60 days of employment). Bachelor's degree preferred. Work Experience and Qualifications Prior experience in fitness or retail industry preferred. 1-2 years of experience in service sales preferred. Physical Demands/Environmental Conditions
Ability to work in club office; move about club floors and rooms. Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures. Ability to communicate telephonically with members. Ability to access and operate company computer systems including document preparation, data entry, reading and interpreting general and financial reports from a computer database or email system. While performing duties, may be exposed to moving mechanical parts. Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, weekends, and holidays may be required. Able to work in a loud environment. Travel Requirement
Minimum travel may be required for training purposes and lead generation. Disclaimers
DISCLAIMER: The statements describe the general nature and level of work and are not intended to be exhaustive. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties change with business necessity. COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining privacy and confidentiality, protecting assets, acting with ethics and integrity, reporting non-compliance, and adhering to applicable laws and 24 Hour Fitness policies. SERVICE & QUALITY: In addition to defined technical requirements, accountable for demonstrating service behaviors and principles defined by 24 Hour Fitness and ensuring superior service to members, contract providers and vendors. WORKPLACE SAFETY: Employees are accountable for working safely; following established policies; and reporting injuries and hazards. Supervisors and Managers are accountable for safety performance.
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