What are the responsibilities and job description for the Service & Sales Representative (Front Desk) position at NEW TSI HOLDINGS INC?
New York Sports Club and our family of brands is a long-standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to “Improve Lives Through Fitness”. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity.
ROLES AND RESPONSIBILITIES
The Service and Sales Representative position provides a welcoming and safe environment for members and guests through a high level of customer service. The Service and Sales Representative’s interactions with members and guests contribute to overall sales and member satisfaction/retention.
CUSTOMER SERVICE
- Provide a legendary member experience by consistently delivering a high level of service to all who enter the club.
- Answer phones and assist guest/members with various questions including memberships, ancillary services, and billing inquiries.
- Enroll new members and explain terms of all memberships.
- Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary.
- Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their membership.
CLUB OPERATIONS
- Ensure a consistent attention to detail and cleanliness at the Welcome Desk at all times, providing a friendly/inviting customer experience.
- Efficiently check in and handle routine member service tasks using club systems such as, but not limited to, creating online accounts, resetting passwords, updating credit cards, collecting past due balances, processing cancellation requests, and managing group exercise class reservations.
- Assist management in administrative tasks including, but not limited to, billing calls and confirming appointments.
- Always report to work on time and in proper uniform to best represent the brand.
- Perform club/locker room walkthroughs as directed by management to ensure the facility is presenting at its best.
- Quickly inform management of any maintenance or equipment issues that are visible to members.
- Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
- Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
POSITION REQUIREMENTS & EXPERIENCE
- 1 years of face-to-face customer service experience, preferably in a gym or retail environment.
- Child & Adult AED/CPR certified.
- Ability to proficiently use our POS and membership system, timekeeping and any other computer programs required to meet the business needs of the customer.
- Successful track record of working in a team-oriented environment.
- Ability to handle challenging member issues with patience, tact, and the utmost professionalism.
- Demonstrated communication and interpersonal skills.
- Prolonged periods of standing at the Welcome Desk and working on a computer during the shift.
- Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employees by the company.
