Member Services Rep Full Time Overnight

Fitton Clubs•Sandusky, OH

4d•Onsite

About The Position

The Member Services Representative (MSR) is the first point of contact for members, prospective members, and guests. The role provides exceptional customer service, handles membership inquiries and transactions, and helps maintain a clean, comfortable, and friendly “Judgement Free Zone®.” The MSR supports a positive member experience through friendly and professional interactions, prompt assistance, and knowledge of club culture, policies, and procedures. This is an onsite, full-time overnight position. Bilingual English/Spanish applicants are encouraged to apply. Overnight MSRs must pass a background check consisting of a National Criminal Scan, National Sex Offender Registry check, National Security/Terrorist Watch List check, and County Criminal Search. Continued employment is contingent on a satisfactory outcome. Employees must obtain and maintain CPR/AED certification within company-required timeframes and retain the physical ability to perform CPR/AED in an emergency. Employees must also obtain tanning certification within the required timeframe. The work takes place indoors, with exposure to noise, dust, cleaning chemicals, and gym equipment. The role involves prolonged standing and walking; frequent stooping, bending, kneeling, climbing, reaching, twisting, repetitive hand movements, and lifting up to 50 pounds may be required. The employee must be able to perform CPR and operate equipment as needed, and communicate in person and by phone. Normal vision and hearing, with or without correction, are required. Reasonable ADA accommodation may be made to enable qualified individuals to perform essential functions.

Requirements

Must be at least 18 years old.
Must work onsite; this is not a remote position.
Overnight MSRs must pass the specified background check; continued employment depends on a satisfactory outcome.
Obtain and maintain CPR/AED certification within required timeframes and be physically able to perform CPR/AED in an emergency.
Obtain tanning certification within the company-required timeframe.
Have an upbeat, professional, and positive attitude and a strong work ethic.
Be reliable, punctual, and dependable.
Interact with members and employees professionally, respectfully, and with a solutions-oriented approach.
Demonstrate commitment to cleanliness and a positive member experience.
Ability to learn and apply company cleaning practices, policies, and procedures.
Ability to read and follow verbal and written instructions.
Ability to perform prolonged standing and walking, frequent bending and other listed movements, and lifting up to 50 pounds as required.
Ability to perform CPR, operate equipment as needed, and communicate in person and by phone.
Normal vision and hearing, with or without correction.

Nice To Haves

High school diploma or equivalent.
Prior experience working in a club fitness setting.
Basic understanding of cleaning chemicals and safety standards.
Bilingual English/Spanish.

Responsibilities

Greet members, prospective members, and guests in a friendly and professional manner.
Create a positive club experience by providing outstanding customer service.
Respond promptly and courteously to member questions and concerns.
Assist members with account inquiries, changes, and billing questions.
Explain Planet Fitness memberships and amenities.
Assist prospective members with tours and sign-ups.
Promote and explain membership specials and upgrades, including Black Card membership.
Meet or exceed membership and customer service goals.
Check members into the club using the POS system.
Answer phones professionally and efficiently.
Accurately process new memberships, cancellations, and payments.
Follow assigned opening and closing procedures.
Inform the Assistant Manager or General Manager when issues arise.
Perform assigned cleaning duties and help keep the club, restrooms, locker rooms, and workout areas clean and neat.
Return weights to the appropriate rack area.
Walk the floor regularly to ensure the club remains clean, organized, and safe.
Refill cleaning stations and supplies as needed.