Member Services Rep Full Time Overnight

Planet Fitness - Fitton Clubs•City of Dunkirk, NY

3d•$17 - $17•Onsite

About The Position

The Member Services Representative (MSR) is the first point of contact for Planet Fitness 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®” environment. The MSR supports a positive member experience through professional interactions, prompt assistance, and knowledge of club culture, policies, and procedures. This is an on-site, full-time overnight position. Bilingual English/Spanish applicants are encouraged to apply. Overnight MSRs must complete a background check including a National Criminal Scan, National Sex Offender Registry search, National Security/Terrorist Watch List search, and County Criminal Search. Continued employment depends on a satisfactory result. Employees must obtain and maintain CPR/AED certification within required time frames and maintain the physical ability to perform CPR/AED in an emergency. A Tanning Certification must also be obtained within the company-required time frame. The work takes place indoors, with exposure to noise, dust, cleaning chemicals, and gym equipment. The role involves prolonged standing and walking, as well as frequent stooping, bending, kneeling, climbing, reaching, twisting, repetitive hand movements, and lifting up to 50 pounds. Normal vision and hearing, with or without correction, are required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Requirements

Must be at least 18 years old.
Must work on-site; the position is not remote.
Must have an upbeat, professional, and positive attitude and a strong work ethic.
Must be reliable, punctual, and dependable.
Must interact with members and employees professionally, respectfully, and with a solutions-oriented approach.
Must be committed to cleanliness and creating a positive member experience.
Must be able to learn and apply company cleaning practices, policies, and procedures.
Must be able to read and follow verbal and written instructions.
Must obtain and maintain CPR/AED certification within required time frames and maintain the physical ability to perform CPR/AED during an emergency.
Must obtain Tanning Certification within the company-required time frame.
Must complete the specified background check with a satisfactory outcome for continued employment.
Must be able to meet the described physical demands, including lifting up to 50 pounds, and operate assigned equipment as needed.
Must be able to communicate verbally in person and by phone to exchange information.
Must have normal vision and hearing, with or without correction.

Nice To Haves

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

Responsibilities

Greet members, prospective members, and guests in a friendly and professional manner.
Provide outstanding customer service and respond promptly and courteously to member questions and concerns.
Assist members with account inquiries, account changes, and billing questions.
Provide information about memberships and club amenities.
Give tours and assist prospective members with sign-ups.
Promote and explain membership specials and upgrades, including Black Card memberships.
Meet or exceed membership and customer service goals.
Check members into the club using the POS system.
Answer phones professionally and efficiently.
Process new memberships, cancellations, and payments accurately.
Follow opening and closing procedures as assigned.
Escalate issues to the Assistant Manager or General Manager when appropriate.
Perform assigned cleaning duties throughout the shift and maintain the club, including restrooms, locker rooms, and workout areas.
Return weights to the appropriate rack areas and regularly check the floor to keep the club clean, organized, and safe.
Refill cleaning stations and supplies as needed.