24 Hour Fitness
THIS IS AN OVERNIGHT POSITION
Job Summary
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, help 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 ensuring 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, when needed, escalating through the proper management channels.
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.
Guest Experience & New Member Onboarding
Generate quality guest visits and assist enrollment as needed by helping guests become comfortable in the club.
Offer tours, discussing amenities and answering 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.
Retail Merchandising and Other In‑Club Promotions
Sell retail products and generate additional club revenue by maintaining 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.
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 a 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.
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Essential Duties & Responsibilities Member Engagement
Uphold Service Commitments and drive member satisfaction by ensuring 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, when needed, escalating through the proper management channels.
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.
Guest Experience & New Member Onboarding
Generate quality guest visits and assist enrollment as needed by helping guests become comfortable in the club.
Offer tours, discussing amenities and answering 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.
Retail Merchandising and Other In‑Club Promotions
Sell retail products and generate additional club revenue by maintaining 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.
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 a 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.
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