Service Representative

Company Name:
24 Hour Fitness, INC.
Job Description:
Job Classification: Non-Exempt
Job Summary
The Service Representative (SR) 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
Monitoring incoming inquiries and ensuring proper check in procedures are followed
Organizational Relationship:
Reports to the Service Manager or Assistant Service Manager
Essential Duties & Responsibilities:
Member and Guest Check in Compliance 50% of time
Greet all incoming members and guests
Ensure all check in procedures are followed
Ensure Guest Fitness Profiles are completed and appropriate fees are collected
Enter Guest and Telephone Inquiry information into GMS
Customer Service 25% of time
Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests.
Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments.
Record member concerns on the Member Service Log or Maintenance Log (depending on issue).
Record lost and found items on the Lost and Found Property Log and secure items per policy
Ensure required forms are available, and completed and processed properly (e.g. Kid's Club Coupon Log, Group X Reservation sheets, etc.)
Promote and sell merchandise
Keep front desk area and lobby clutter free, and orderly
Perform general cleaning duties to include hourly locker room checks
Point of Sales 25% of time
Operate Tomax system and ensure open/close/break procedures are followed
Reconcile and report all incoming or outgoing (i.e. drink refunds) monies
Process all monetary transactions through Tomax
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
Must complete Club Orientation training prior to beginning the Front Desk Receptionist training
Must complete Front Desk training prior to working alone at the Front Desk
Must complete Club Safety training within 30 days of hire
Must attend New Hire Orientation prior to first scheduled shift in assigned club
Must have 6-12 months experience in customer service function. Retail environment preferred.
Experience with 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. The employee occasionally sits, walks, kneels and reaches with hands and arms.
Frequently required to lift and/or move up to 25 lbs.
Work Environment:
While performing the duties of this job, regularly exposed to moving mechanical parts
The noise level in the environment is occasionally loud
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: 2700BR
Job Title: Service Representative
Area of Interest: Service
Location Name: 00559 Windward - HI
Address: 45-480 Kaneohe Bay Dr #C-21
City: Kaneohe
State: HI
Zip Code: 96744
Date: Sep 6, 2014
Location: Kaneohe, HI, US
Nearest Major Market: Honolulu
Nearest Secondary Market: Hawaii
Job Segment: Customer Service Representative, Front Desk, Customer Service, Administrative

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