Planet Fitness - Overnight Lead - Full Time - Concord

Member Service Representative

Concord, CA 3375 Port Chicago Hwy, Concord, CA 94520-1680, United States of America Pay: $18.00 - $18.50

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Essential Functions/Key Responsibilities:

• Lead by example with involvement in all member services and related activities:
  • Maintain a welcoming atmosphere for all members, prospective members and guests, and ensure staff follows superior customer service guidelines.
  • Greet members and guests, providing exceptional customer service to ensure that everyone feels welcome!
  • Answer phones in a friendly manner and assist callers with a variety of questions.
  • Check members into the system, provide tours and sign up new members, log amenities and communicate updates or events to members and guests.
  • Facilitate all member requests and help to resolve any member issues and questions.
  • Ensure member first impressions are to expectation inclusive of the lobby, front desk and retail.
  • Ensure staff is providing exceptional customer service at all times.
• Providing Member Service Representatives leadership:
  • Assist in training and developing a high performing staff consisting of Member Service Representatives working overnight.
  • Assist in supervising staff to ensure that all shifts are regularly covered.
  • Partner with Club Management to resolve employee issues or concerns.
  • Work with club and property management teams and to ensure safety and security of the building.
  • Execute new initiatives and communicate all relevant directives and tasks.
  • Provide backup support as needed for any employee who is absent for overnight shift.
• Overseeing cleanliness of the club:
  • Keep the front desk area and lobby clean and orderly.
  • Oversee all deep cleaning of club nightly inclusive of both locker rooms, under equipment and off-stage areas.
  • Participate in regular facility cleaning and club upkeep such as mopping up spills, trash removal, cleaning windows and mirrors and re-racking weights.
• Complete all administrative responsibilities:
  • Order supplies using the specific budget based on club requirements.
  • Track various statistics and reports on a weekly, monthly, and annual basis.
  • Conduct signage audits from promotional signage to club signage.
  • Responsible for nightly register closeout and preparing deposit for Club Manager.
  • Clear outstanding memberships, billing issues and membership issues.
  • Conduct detailed walk of club to enter or update all issues into tracking system inclusive of equipment, facilities, and IT.
  • Complete quarterly inventory.
  • Thorough communication to the day shift to ensure an effective handoff of progress and awareness of facility or member escalations that happened overnight.
  • Other duties as assigned based on club needs.

Skills & Qualifications:

• Must be 18 years of age or older; high school diploma/GED equivalent required.
• One year of customer service experience, preferably in a similar gym or retail environment.
• Current CPR Certification preferred.
• Basic computer proficiency (Microsoft Suite) and the ability to learn systems quickly.
• Solid supervisory, diplomacy and listening skills.
• Strong customer service and problem resolution skills.
• Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, and scheduling skills.
• Ability to work independently as well as part of a team.
• Ability to work a flexible schedule including nights, weekends and the occasional day shift.
• Hard working, enthusiastic, energetic, and a passion for health and fitness!

Physical Demands:

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