Service Representative Lead

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.