24 Hour Fitness, INC. Service Expert Lead in San Francisco, California
LOCATION 45 Montgomery St San Francisco CA 94104
The Service Expert Lead (SEL) supports the Service Expert Supervisor (SES) and the Assistant General Manager (AGM) in delivering the best team member, guest and member experience and environment. The SEL serves as a leader amongst peers to the Service Expert (SE) team and is often responsible for aspects of new team member onboarding, club success routine execution and other administrative tasks as delegated by the SES and/or AGM. The SEL will not directly manage others.
ESSENTIAL DUTIES & RESPONSIBILTIES
ESTIMATED % OF TIME SPENT
- 1. Member Engagement
Lead by example to provide a best-in-class, member-centric experience with the goal of being the best part of someone's day every day.
Execute 24 Hour Fitness Service Promise Commitments providing for a clean, friendly, well-maintained club to members and guests.
Engage members with various fitness offerings including personal training, group exercise classes and 24GO digital content.
Proactively engage club member base, regularly greeting and interacting with members.
Handle member service issues to include: personal training, lost and found items, change of address, EFT setup or change, and questions regarding billings and payments.
- 2. Guest Experience & New Member Onboarding
Provide a welcoming and transparent guest experience for potential new members which can include registration, tours, addressing questions and concerns, presenting membership options and offering passes to try out the gym.
Provide tours of the club facility at the request of the guests to assist with their decision to join.
Complete all new member onboarding SOPs such as cardless check-in and easy pay enrollment.
Conduct lead management activities including phone calls to guests who have previously visited the club.
Ensure new members are properly onboarded with a plan to help achieve their intended health and wellness goals.
Schedule new members with a Fitness Appointment to meet with a member of the Personal Training team.
- 3. Club Administration and Leadership
Support the SES with training & development of the SE team on 24 Hour Fitness learner guides, success routines, SOPs, and objectives.
Be the early adopter and change management leader for new operational procedures and company directives within the service expert team.
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, computer check-in, telephone inquiry, guest registration and check-in, master appointment book, cash handling, etc.
Support the AGM and/or SES with proper retail inventory receiving, inventory control, retail task scheduler and backstock SOPs.
Assists in the execution of retail promotions and merchandising activities.
This position will NOT directly manage others. This position will support the onboarding, guidance and development of team members in the following positions:
Service Expert Night
Knowledge, Skills & Abilities
Strong customer service skills.
Strong communication skills both oral and written.
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 required
In California, Trustline is required
Minimum Work Experience and Qualifications
Must have more than one year of experience in a customer service function. Retail environment 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. 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.
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.
- Some travel may be required to attend meetings and trainings.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.
All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY : In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.
WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.
Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
FUNCTIONAL GROUP Operations