Customer Service Representative
Planet Fitness - PF Baseline Fitness
Job Title: Customer Service Representative
Reports to: Club Manager
Status: Full Time/Part Time/Non-Supervisor/Non-Exempt
Job Summary
Responsible for new member sales and creating a positive member experience by providing a superior level of customer service to members, prospective members, and guests.
Essential Duties and Responsibilities
· Greet/meet potential members, providing a great customer experience.
· Handle front desk related tasks:
o Answering phone calls in a polite and friendly manner to assist with questions or concerns.
o Taking info calls and tours
o Assist in member check-ins, sign-ups, cancellations, BCM amenity usage, and updating member account information.
· Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
· Help maintain the neatness/cleanliness of the club.
Essential Behavior Requirements
· Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
· Listening: actively listens to customers, (includes coworkers and the public) empathizes (sees the situation from the customer’s perspective) and works together to solve the problem.
· Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.
· Diplomacy: demonstrates tact and skill in all interactions while using appropriate behavior and language.
· Communication: Ability to communicate questions, concerns or issues to a supervisor in a timely manner.
Minimum Qualifications
· Honesty and good work ethic
· Strong customer service skills
· Basic computer proficiency
Physical Demands
· Standing and walking at least 75% of the shift
· Talking in person or on the phone at least 75% of the shift
· Must be able to lift to 50 lbs. less than 30% of the time.
Benefits
· Dollars for Scholars Program
· Employee Appreciation Program
· Free Membership for self and one family member or friend
· Team Member Support Team
· Health, Dental and Vision Insurance
· Critical Illness Insurance
· Short Term Disability Insurance
· Accident Insurance
· Voluntary Life Insurance
· Pet Insurance
· HSA
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