Member Services Representative

Job Description

Job Description

Who We Are:
At Planet Fitness our mission has always been to enhance people's lives by providing a high-quality fitness experience in a welcoming judgement free environment. We are proud to be a franchisor and operator of one of the largest and fastest-growing fitness centers worldwide with over 2,000 locations!

Who You Are:
All of our Team Members at Planet Fitness share one thing in common - a passion for our amazing brand and a desire to make our members feel welcome in our Judgement Free Zone!

Characteristics that will make you a perfect match for our Member Services Representative position:
You:

• Exhibit a positive and upbeat attitude.
• Have a passion for delivering a consistent and exceptional experience to our members, guests and fellow PF Team Members.
• Pride yourself on your work while being punctual, reliable and dependable.
• Handle all interactions with diplomacy and exhibit a genuine motivation for helping others.
• Act with integrity and show respect for everyone around you.
• Exhibit strong communications skills and have the ability to listen and empathize.
• Inspire and motivate others to achieve their goals.
• Are a quick study with the ability to apply what you have learned during online and hands on training.

Job Summary
The Member Services Representative will be responsible for providing a superior level of customer service to Planet Fitness members, prospective members and guests while ensuring an exceptional "Judgement Free" experience.

Daily Duties and Responsibilities include:

• Greet members, prospective members and guests as they enter and exit, assisting with questions and concerns.
• Perform member related functions such as sign ups, contact/billing information updates, cancellations, collecting unpaid balances and transferring memberships. 
• Answer phones in a friendly manner and assist callers with a variety of questions.
• Perform prospective member calls and tours of the facility; assessing their membership needs.
• Proficient knowledge of retail products and performance of retail transactions with accuracy.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed.
• Daily and consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities.
• Ensuring Locker Rooms are clean and sanitized, stocked and clutter free by following the routine daily schedule.
• Promptly address maintenance and facility concerns such as broken/missing equipment, leaky faucets, etc.
• Frequently perform walk throughs of all club areas; addressing supply needs, cleanliness concerns and safety/policy issues.

About Your Qualifications/Requirements:

• 6-12 months experience in a customer service environment is preferred.
• High School diploma/GED equivalent required.
• Must be 18 years of age or older.
• Basic computer and Point of Sale proficiency.
• Willing to become CPR/AED Certified (Training provided by Planet Fitness)
• Bilingual preferred but not required (English/Spanish)

Physical Demands of the Member Services Representative:

• Continual standing and walking during shift.
• Continual in person communication or on the phone during shift.
• Occasional climbing, balancing, bending, twisting and kneeling during shift.
• Must be able to occasionally lift up to 50 lbs.
• Will occasionally encounter toxic chemicals during shift.

More Reasons to Join Our Team:

• Awesome and fun work environment!
• Free Black Card membership while employed + a free Black Card membership for one family member living within the same household. 
• Employee discounts on Planet Fitness branded merchandise.
• Advancement Opportunities.
• Flexible Schedules.

Health and Safety Requirements: Our members and our team members are our top priority! Planet Fitness follows super-strict safety and cleaning protocols and every team member is responsible for contributing to a safe and healthy workplace. Team members are expected to be active participants in health and safety by following all applicable policies and protocols, reporting unsafe conditions and/or at-risk behaviors to leadership and conducting work in a safe manner.