Future Opening: Member Service Representative

Member Services Representative

The Member Services Representative will be responsible for creating a positive member experience by providing a superior level of customer service to Planet Fitness members, prospective members and guests.

Customer Service/Front Desk Activities

• Greet members and guests, providing exceptional customer service and doing your best to make members feel comfortable and welcomed!
• Answer phones in a friendly manner and assist callers with a variety of questions.
• Utilize info call script at all times to callers that have never been to PF before.
• Check members in, tour and sign up new members, log amenities and communicate updates and events to members and guests.
• Respond to member questions and concerns in a timely and professional manner.
• Conduct beverage or merchandise purchases on the point of sale system.
• Explaining and promoting our unique fitness instruction classes (View email address on click.appcast.io) to our active members and our new members, helping them to keep their workouts new and exciting.
• Exceeding the minimum required daily statistics.
• Ability to assess and assist in emergency medical situations.
• Upholding rules and policies in the facility.

Requirements:

• Customer service background preferred.
• Basic computer proficiency.
• A passion for fitness and health.
• Upbeat and positive attitude!
• Punctuality and reliability is a must.
• Exceptional customer service skills; able to interact in a positive and professional way with members and co-workers, exceeding the member's expectations.
• Strong listener with the ability to empathize and problem solve.
• Demonstrate diplomacy in all interactions while using appropriate behavior and language.
• High School diploma/GED equivalent required.
• Must be 18 years of age or older.

Physical Demands

• Continual standing and walking during shift.
• Continual talking in person or on the phone during shift.
• Must be able to occasionally lift up to 50 lbs.
• Will occasionally encounter toxic chemicals during shift.

Member Accounts

• Utilize POS system to assist with new membership cards, change of address and billing or payment questions.
• Checking members into fitness classes daily using Datatrak systems.
• Creating new memberships and guest accounts for members.
• Uphold integrity and security with member documents and sensitive information at all times.

Club Cleanliness and Maintenance

• Go above and beyond to keep the front desk area and lobby clean and orderly.
• Regular facility cleaning and upkeep such as mopping up spills under equipment, trash removal, cleaning windows and mirrors, and re-racking weights.
• Regular cleaning of all exercise equipment and tanning beds.
• Regular restroom and wet area cleaning and stocking.
• Completion of daily and weekly cleaning responsibilities.

Miscellaneous

• Maintain a minimum 70% Black Card acquisition. (Calculated on a monthly basis).
• Maintain a minimum of 55% secondary billing acquisition. (Calculated on a monthly basis).
• Stay up to date on new tasks and current job description and perform them in a timely manner.
• Track Key Performance Indicators such as guest counts, cancels, info calls and BC percentages.
• Manage marketing efforts by ensuring that staff is aware of updates or changes.
• Assist with inventory counts.
• Uphold the positive, energetic, upbeat culture of Planet Fitness.