Sales and Service Overnight

THIS IS AN OVERNIGHT POSITION

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 regularly interacts with guests inquiring about memberships and through consultative and engaging conversation helps 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.

• 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, escalated 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.

• Generate quality guest visits and assist enrollment as needed by helping guests become comfortable in the club.
• Offer tours, discuss amenities, and answer 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.

• 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.

This position will report directly to the Sales & Service Manager.

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.

• 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.

• High School diploma or General Educational Development (G.E.D.).
• Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from an 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.

• 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.

• Employee is regularly required to stand for up to 8 hours and must talk and hear. Employee occasionally sits, walks, kneels and reaches with hands and arms.
• Frequently required to lift and/or move up to 45 lbs.
• Employee is regularly exposed to moving mechanical parts.
• The noise level in the environment is occasionally loud.

Some travel may be required to attend meetings and trainings.

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.