Service Representative Lead - Full-time / Part-time

Job Summary The Lead Service Representative (LSR) 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 • Supervises the front desk and retail operations • 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: Front Desk [80% of time] • Greets, checks-in, and services all members, and registers all guests. Answers the phones and obtains appropriate information and transfers calls as necessary. • Maintains the Guest Registers, Fitness Profiles, Telephone Inquiries, and Group X schedules and reservation records. • Supervises Point of Sales (POS) operations and files daily and weekly club revenue reports. • Keeps the front desk and surrounding areas orderly and clean. Club Operations/Administration [10% of time] • Monitors Retail goals and ensures club is on track to meet and exceed assigned goals. • Partners with Facilities Maintenance on repairs and maintenance and general upkeep in the club. Development [10% of time] • Trains Kids’ Club staff on Kids’ Club related training programs and policies and procedures. • Monitors Kids’ Club staff job performance. • Assist SM with performance appraisals. Qualifications: Knowledge, skills & abilities: • Strong interpersonal and communication skills, including proper telephone etiquette. Able to generate, maintain and demonstrate a friendly, enthusiastic and positive attitude. Possess a strong customer service focus. Responds professionally to requests and inquiries from guests, members and staff. • Understands and follow oral and written instructions. Communicates clearly and concisely. • Possesses strong organizational skills. Understands basic record keeping practices and procedures. Able to file both alphabetically and numerically. Demonstrates the ability to organize and prioritize multiple tasks. Certifications / Educational Level: • High School Diploma or GED required • Successful completion of the STP Club Orientation, Club Safety, and Front Desk Attendant Training Programs Experience: • Must have 6 months Service Representative (SR) experience. • Experience with multiple phone lines preferred 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.