Member Services Representative

Planet Fitness - Portland ME Group • Rockland, ME

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About The Position

The Member Services Representative provides a superior level of customer service to Planet Fitness members, prospective members, and guests, ensuring an exceptional “Judgement Free” member experience. The role supports front-desk operations, member accounts, facility cleanliness and maintenance, and other club activities. A friendly, positive, upbeat attitude, basic computer proficiency, and frequent physical activity are required.

Requirements

• Must be at least 18 years of age.
• Basic computer proficiency and an eye for accuracy.
• Punctuality and reliability.
• Exceptional customer service skills, including the ability to interact positively and professionally with members and coworkers and exceed member expectations.
• Positive, friendly attitude.
• Positive leadership and diplomacy.
• Problem-solving ability.
• Uphold Planet Fitness core values of teamwork, positivity, integrity, passion, and accountability.
• Able to lift up to 50 pounds.
• Able to perform frequent climbing, balancing, kneeling, and crouching during shifts.
• Able to maintain visible continuous activity and frequent cleaning during shifts.
• Able to talk continually in person or on the phone with members during shifts.

Responsibilities

• Greet members and guests, provide exceptional customer service, and help members feel comfortable and welcome.
• Answer phones in a friendly manner and assist callers with questions.
• 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.
• Process beverage or merchandise purchases using the point-of-sale system.
• Explain and promote Planet Fitness fitness instruction classes (pe@pf).
• Follow employee handbook policies and procedures, facility rules, and club policies.
• Exceed the minimum required daily statistics and track key performance indicators, including guest counts, cancellations, and information calls.
• Assess and assist in emergency medical situations according to training.
• Provide backup support for absent employees and communicate relevant changes or information to staff.
• Maintain the integrity and security of company and member documents and sensitive information.
• Use POS and Datatrak systems to handle membership cards, address changes, billing and payment questions, fitness-class check-ins, new memberships, and guest accounts.
• Keep the front desk and lobby orderly; perform regular facility cleaning and upkeep, including cleaning equipment, tanning beds, restrooms, and wet areas; remove trash; clean windows and mirrors; mop spills; and re-rack weights.
• Keep restrooms and wet areas stocked, complete daily and weekly cleaning duties, and conduct club walkthroughs every 20 minutes.
• Assist with inventory counts and remain aware of marketing efforts, including enrollment rates.
• Promote Planet Fitness’s positive, energetic culture and serve as a brand ambassador by leading a Judgement Free lifestyle.
• Lead by example and maintain consistent accountability.

Benefits

• Health insurance
• Paid time off
• Training and development
• Flexible schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed