Reporting to the Club Manager, 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. The member service representative is the first point of contact for all membership-related questions, requests, and concerns. The member service representative's responsibilities include answering and directing phone calls, assisting with membership related issues, cleaning, resolving complaints, and processing transactions. This position is a non-exempt, hourly position and all job duties will be performed in person at the assigned location.

The schedule for this position is: 6am-2pm or 7am-3pm including weekends.

Salary and Benefits

• Competitive starting wage of $13/hour plus $2 shift premium between the hours of 10pm-7am
• Eligible for a $0.50/raise after 120 days.
• Benefits we provide to eligible employees:
• 401K program with excellent company match
• Generous paid time off, PMLA, and short-term disability
• Health, vision and dental benefits
• Flexible pay options (On-demand pay and mobile Earned Wage Access)
• Free Black Card gym membership

Qualifications and Skills

• High School diploma/GED equivalent required.
• Must be 18 years of age or older.
• Customer service background preferred.
• Basic computer software proficiency required. Familiarity with DataTrak or similar software preferred.
• 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.
• Current CPR Certification required; paid for by employer.

Responsibilities and Duties

• Greet members, prospective members and guests, providing exceptional customer service.
• Handle all front desk related activities including:
• Answer phones in a friendly manner and assist callers with a variety of questions.
• Check members into the system.
• New member sign-up.
• Take prospective members on tours.
• Facilitate needed updates to member’s accounts.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed.
• Assist in maintaining the neatness and cleanliness of the club, including deep cleaning of locker rooms, equipment, gym floors, and black card amenities.
• Protects member confidentiality according to the Health Insurance Portability and Accountability Act (HIPAA) and related state and federal laws.

Essential Physical Requirements

• Requires long periods of continual standing and moving during the entire shift.
• Continual talking in person or on the phone during shift.
• Must be able to occasionally lift up to 75 lbs, with frequent moving of at least 25 pounds
• On a daily basis, must be able to utilize various cleaning implements involved in vacuuming, mopping, picking up large items, and similar projects, which includes handling toxic cleaning chemicals using acceptable safe practices.
• Will have an assigned home club for most shifts. May occasionally be asked to work shifts at neighboring franchise locations up to approximately 40 miles from home club. Will be compensated at federal mileage reimbursement rate.