What are the responsibilities and job description for the Service Desk position at Brick Bodies Fitness Services Inc?
The Service Desk (SD) Team Member’s goal is to provide world class customer service to both members and guests, presenting a positive first impression of the club. The SD Team Member is the vital connection to our members and plays an important role in the company’s brand promise of “Making People Feel Comfortable” and our core purpose of “Changing Peoples Lives”. The SD Team Member is the smile and face that greets our members and guests, makes them feel special and helps to make their day. The SD’s natural friendliness and warmth can be felt over the phone, making members feel confident that Brick Bodies is the right place for them. The SD understands the importance of anticipating member’s needs and exceeding their expectations to help create raving fans. The SD is part of a team of many other departments and is under the supervision of the Service Desk Team Leader and Operations Manager.
Duties and accountabilities include but are not limited to:
- Greeting members with a warm smile and by name
- Greeting all guests with a warm smile and following the guest policy
- Keeps informed of all policies, procedures and programs
- Answering phones with proper greeting and taking appropriate messages.
- Following company’s Telephone Inquiry procedure
- Washing and handing out towels.
- Collecting balances on past due accounts.
- Maintaining a tidy service desk area.
- Operating Point of Sale system.
- Assisting with club housekeeping, restocking locker room products.
- Opening and closing the club as needed.
- Operating our class/appointment schedule system.
- Greeting and saying good-bye to members and guests.
- Cleaning duties as assigned by the club leadership team, including but not limited to, cleaning, sanitizing and disinfecting work out equipment, group fitness studios, work stations, locker rooms and restrooms.
- Because of the fluctuating demands of our Clubs’ operations, it may be necessary that each associate performs a multitude of different functions. Therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other associates are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.
Previous service-oriented experience is helpful. Current CPR/AED certification.
Skills Required:
- Strong customer service and interpersonal skills.
- Excellent phone skills.
- Effective multi-tasking skills.
- Effective written and verbal communication skills.
- Ability to follow directions well.
- Ability to work well unsupervised.
Special Characteristics:
- Positive attitude with the commitment to excellence
- Ability to work well with people
- Punctuality
- Dependability
- Resourceful, creative, decisive
Core Values:
Role model the Brick Bodies Core Values
- Live the Brand
- Be Tenacious
- Be a Team Player