Member Services Representative

Bring the energy and create the experience! As a Member Services Representative at Planet Fitness, you're the first impression for every member and guest who walks through our doors. You'll create a welcoming, Judgement Free atmosphere by delivering exceptional customer service and helping members feel comfortable, supported, and valued. From greeting members with a smile to helping keep the club sparkling clean, you'll play an important role in the positive experience our members know and love. If you enjoy connecting with people and thrive in a fun, fast-paced team environment, this is a great opportunity to start or grow your career with a rapidly growing company. Why Join Us Be part of one of the largest and fastest-growing Planet Fitness franchise groups in the country. Join a team passionate about creating a Judgement Free environment where members and employees thrive. Grow your career with a company that invests in employee development, leadership growth, and promoting from within. Make a meaningful impact by helping people feel stronger, healthier, and more confident every day Work in a fun, fast-paced, and team-oriented environment where your contributions are valued. Perks & Benefits Comprehensive Medical available for all employees, including access to a confidential Member Assistance Program (MAP) Dental & Vision Insurance options for full-time employees. Employer-paid Basic Life and AD&D insurance for full-time team members Employer-paid core Short-Term and Long-Term Disability for full-time employees, with buy-up options available Traditional and Roth 401(k) options with company match Voluntary benefits for full-time team members, including Critical Illness, Hospital Indemnity, Accident, Legal, HSA, and Commuter accounts Paid Time Off for full-time employees, plus paid sick/leave time for all employees as required by state and local law $0.50/hour shift differential for overnight shifts. FREE Black Card Membership Job Summary The Member Services Representative (MSR) 3rd Shift reports to the General Manager and is responsible for creating a positive member experience by delivering exceptional service to Planet Fitness members, prospective members, and guests. This role involves greeting and engaging with members as they enter and exit the club, addressing inquiries, conducting facility tours, resolving issues, and ensuring a deep clean, safe, and inviting environment. The representative will often work independently, including times when they may be alone, requiring self-reliance and proactive problem-solving. This role requires maintaining constant situational awareness, addressing issues promptly (contacting the management for emergencies and documenting non-emergencies in the Communication Log on Microsoft Teams), and upholding Planet Fitness standards without on-site managerial support. Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Member Experience Welcome members, prospective members, and guests with enthusiasm and professionalism. Create a positive first and lasting impression for every member interaction. Deliver exceptional customer service while promoting the Judgement Free Zone culture. Help resolve member concerns professionally. Escalate issues requiring management involvement appropriately. Conduct informative club tours, explain membership options, and promote Black Card memberships and club programs. Respond to member inquiries regarding club policies, memberships, amenities, and services. Consistently enforce club policies and rules, stay professional in challenging interactions, use de-escalation techniques, and seek leadership support when needed. Front Desk Operations Answer incoming phone calls professionally. Monitor club access, check in members and guests, and verify membership and guest eligibility. Accurately process Point-of-Sale transactions and payments. Maintain accurate member records and documentation, including the digital guest register. Protect member and payment information by following Payment Card Industry (PCI) standards. Ensure front desk operations remain organized, efficient, and welcoming throughout the shift. Additional Responsibilities for 3rd Shift Complete end-of-day closing procedures in accordance with company policy. Work independently while exercising sound judgment and decision-making, often without on-site leadership. Monitor club activity and maintain a safe environment for members and guests. Contact club leadership immediately in the event of an emergency. Document maintenance issues, incidents, and non-emergency concerns in the Communication Log through Microsoft Teams. Ensure all overnight cleaning responsibilities are completed in accordance with company standards, including lifting equipment to clean underneath. Club Cleanliness Maintain a consistently clean, organized, and safe club environment by ensuring routine cleaning and sanitization of: Locker rooms Restrooms Fitness equipment, cardio and strength areas Front desk Lobby Black Card Spa amenities Mirrors, windows, floors, and high-touch surfaces Monitor and clean club areas throughout the shift, complete cleaning checklists, and use products and equipment safely as trained while maintaining front desk coverage. Stock locker rooms and restrooms with necessary supplies. Safety & Operations Safely re-rack weights, dumbbells and reset the floor. Promptly report via the required forms all damaged or missing equipment, maintenance issues, safety hazards, accidents, injuries, and security incidents to club leadership. Follow all company safety procedures and emergency protocols. Follow the Lost and Found Policy by securing and documenting found property. Support club initiatives and daily operational needs. Communicate effectively with club leadership and team members. Assist teammates during busy periods. Maintain professionalism when interacting with members, guests, vendors, and co-workers. Perform other duties as assigned. Qualifications Must be 18 years of age or older. Upbeat and positive attitude. Punctuality and reliability are a must. Exceptional customer service skills; able to interact in a positive and professional way with members and co-workers, exceeding the members expectations. Strong listener with the ability to empathize and problem solve. Basic computer proficiency. Demonstrate diplomacy in all interactions while using appropriate behavior and language. Satisfactory background check. Complete Adult CPR/AED Certification within 30 days from hire date. Work Environment The Member Services role operates in a dynamic, fast-paced gym environment, centered on teamwork and customer interaction. The workspace includes front desk areas and gym spaces, with moderate noise from equipment, music, and member conversations. Employees will stand or move around the facility for extended periods, routinely using standard office equipment (computers, phones, photocopiers) and working with gym equipment (weights, weight machines, treadmills, stationary bikes, ellipticals, etc.). Physical Demands The physical requirements described are representative of those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals to perform the essential functions. While performing the duties of this Job, the employee is regularly required to: Key N (Not Applicable) Activity is not applicable to this occupation. O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day) Physical Abilities Stand C (Constantly) Walk C (Constantly) Sit O (Occasionally) Handling / Fingering C (Constantly) Reach Outward F (Frequently) Reach Above Shoulder O (Occasionally) Climb O (Occasionally) Crawl N (Not Applicable) Squat or Kneel O (Occasionally) Bend O (Occasionally) Lift /Carry 10 lbs or less F (Frequently) 11-20 lbs F (Frequently) 21-50 lbs F (Frequently) 51-100 lbs N (Occasionally) Over 100 lbs N (Not Applicable) Push / Pull 12 lbs or less O (Occasionally) 13-25 lbs O (Occasionally) 26-40 lbs O (Occasionally) 41-100 lbs N (Occasionally) E-Verify Pinnacle Fit Clubs, LLC is an E-Verify company. All new hires will be processed through E-Verify after accepting an offer of employment and completing Form I-9, to confirm they are legally eligible to work in the United States. EOE Equal Opportunity Employer Pinnacle Fit Clubs, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.