Job Summary

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.

• o 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 (pe@pf) 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 occassionally 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.
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  • o Club Cleanliness and Maintenance

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    • ▪ 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.

     

    • o 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.