Member Service Representative

Member Services Representative addresses member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care. Responsible for receiving, responding to, and directing member phone calls, or written questions. Being a Member Services Representative provides available information upon request and researches or escalates issues as appropriate. Maintains confidentiality per HIPAA guidelines. Additionally, Member Services Representative requires a high school diploma or its equivalent. Typically reports to a supervisor or manager. The Member Services Representative gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. To be a Member Services Representative typically requires 1-3 years of related experience.

Member Service Representative Job Description Template

Our company is looking for a Member Service Representative to join our team.


  • Update and Review Daily Club Reports and complete any corresponding Data Entry Documents;
  • Giving tours of the club, providing membership information and signing new members up;
  • Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders;
  • Perform to your best abilities during your assigned work shift;
  • Adhere to company‚Äôs policies and guidelines and address any minor infractions;
  • Ensure that all proper training has been completed in order to operate safely and efficiently;
  • Staying up to date on all required certifications and training courses;
  • Communicating with, promoting, touring, and assisting prospects and potential members;
  • Communicate with members and a create a high level of customer service;
  • Conduct regular audits to ensure the store is presentable and holding up to Excel Standard;
  • Stocking all retail and promotional items for following shift;
  • Assist members with financial transactions;
  • Providing excellent customer service and sales support while resolving all customer service issues;
  • Provide exemplary member service that meet and exceed member expectations;
  • Process member transactions without error.


  • Upbeat and positive attitude;
  • Strong listener with the ability to empathize and problem solve;
  • Demonstrate diplomacy in all interactions while using appropriate behavior and language;
  • Must be reliable and punctual;
  • A passion for fitness and health;
  • Excellent verbal skills and professional demeanor with a good understanding of delivering excellent customer service;
  • Relevant CSR experience preferably with a background in call center operations;
  • Comfortable providing written communication;
  • Familiar with basic computer operations;
  • Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements;
  • Strong computer skills, particularly in Microsoft Office applications;
  • Excellent listening skills;
  • Experience working in customer accounts within financial institution software;
  • HS diploma or equivalent required;
  • Must be team oriented, motivated and well organized.