Sales and Service Expert

Sales and Service Expert (SSE)

The Sales and Service Expert (SSE) delivers an outstanding and well-rounded sales and service experience to all guests and members through a compelling approach of offering membership, fitness and retail products and services. The SSE builds relationships and translates the value of 24 Hour Fitness product and service offerings, and has a strong focus on behaviors that drive member acquisition and retention. The SSE delivers successful guest and member engagement, and attainment of sales revenue goals.

Essential Duties and Responsibilities

Guest Experience and New Member On-boarding:

• Executes the CARE sales model with each guest and passionately relate how 24 Hour Fitness's products/services will satisfy their fitness needs.
• Tours potential members through the club and describes the facility, equipment, services and amenities that directly tie back to their individual fitness needs and goals. Ensures all guests are registered through the digital kiosk.
• Communicates membership and fitness offers in a clear and concise manner using Company provided presentation tools.
• Effectively and professionally enrolls guests using Company sales techniques and protocol.
• Adheres to specific Membership Agreement Procedures (MAP) when enrolling members and guests.
• On-boards new members successfully and assist with all member retention activities in order to drive club profitability.
• Consistently achieves or exceed personal and team sales goals.

Prospecting and Lead Generation:

• Obtains leads externally from within the community using company provided tools/programs. (i.e. Community outreach/Local Promotions, Corporate Sales on-sites).
• Generates leads/new business internally through member promotions, referrals, the dissemination of guest passes, and contacting leads generated via phone.
• Responsible for effectively setting appointments for all leads and potential new business opportunities.
• Communicates and promotes local and global marketing campaigns to leads and members.
• Manages and follows up on leads/new business by using a Lead Management System.
• Executes daily planner to track and plan for successful lead management and selling activities.
• Consistently achieve or exceed personal productivity goals.

Member Experience:

• Partners with Sales and Service Manager (SSM) to provide a best-in-class, member-centric experience that strengthens member relationships and builds member retention.
• Ensures members receive a friendly greeting/check-in and prompt attention to their needs.
• Engages members with various fitness offerings including personal training, group exercise classes and 24GO digital content.
• Maintains name relationships with members and serving as a resource for their questions or concerns, and putting them in touch with the right 24 Hour Fitness resources as appropriate.
• Provides a clean, friendly, well-maintained club to members and guests and helps new members become comfortable in the club.

Variable Compensation:

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.

Organization Relationships:

Reports to the Sales and Service Manager. Communicates and interacts with club members, prospective members and outside/third party vendors. This position does not have any direct reports.

Required Qualifications:

Knowledge, Skills & Abilities:

• In-depth knowledge and experience with sales practices and techniques.
• General understanding of Fitness Industry.
• Ability to work with computers.
• Strong interpersonal communication skills.
• Strong customer service skills.
• Independent, self-starter with strong organizational skills.
• Ability to work as part of a team.
• Ability to operate Point of Sale (POS) System.
• Knowledge of Membership System software preferred.

Minimum Educational Level/Certifications:

• High School Diploma or GED.
• Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required (within 60 days of employment).
• Bachelor's degree preferred.

Work Experience and Qualifications:

• Prior experience in fitness or retail industry preferred.
• 1-2 years of experience in service sales preferred.

Physical Demands/Environmental Conditions:

• Ability to work in club office; move about club floors and rooms.
• Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures.
• Ability to communicate telephonically with members.
• Ability to access and operate company computer systems including: document preparation, data entry, read and interpret general and financial reports from a computer data base or email system.
• While performing the duties of this job, the team member will be regularly exposed to moving mechanical parts.
• Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, weekends, and holidays may be required.
• Able to work in a loud environment.

Travel Requirement:

Minimum travel may be required for training purpose and lead generation.

Disclaimers:

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.

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.