Member Services Rep Floater

Planet Fitness - Fitton Clubs•Mount Vernon, OH

5d•Onsite

About The Position

The Member Services Representative (MSR) is the first point of contact for members and guests at Planet Fitness. The role provides exceptional customer service, handles membership inquiries and transactions, and helps maintain a clean, comfortable, and friendly “Judgement Free” environment. The position supports a positive member experience through professional interactions, prompt assistance, and knowledge of club culture, policies, and procedures. This is an on-site, part-time floater position with a minimum commitment of 16 hours per month; weekly hours are not guaranteed. Bilingual English/Spanish applicants are encouraged to apply. The MSR greets and assists members and prospective members, answers questions about memberships and amenities, supports tours and sign-ups, and processes memberships, cancellations, and payments. The role also uses the club’s POS system, answers phones, follows assigned opening and closing procedures, and escalates issues to the Assistant Manager or General Manager as appropriate. Employees perform cleaning and organization duties throughout the club, including restrooms, locker rooms, workout areas, and cleaning stations. Applicants must be at least 18 years old and obtain and maintain CPR/AED and Tanning Certifications within company-required timeframes. Day and evening MSRs must submit to a National Sex Offender Registry search; continued employment depends on a satisfactory background-check outcome. The work takes place indoors and involves noise, dust, cleaning chemicals, and gym equipment. Physical activities may include prolonged standing and walking, frequent bending and other movements, and lifting up to 50 pounds. Reasonable ADA accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Requirements

Must be at least 18 years old.
Must work on-site; the role is not remote.
Must commit to a minimum of 16 hours per month; weekly hours are not guaranteed.
Must obtain and maintain CPR/AED Certification within company-required timeframes and be physically able to perform CPR/AED in an emergency.
Must obtain Tanning Certification within company-required timeframes.
Day and evening MSRs must submit to a National Sex Offender Registry search; continued employment depends on a satisfactory background-check outcome.
Upbeat, professional, and positive attitude, with a strong work ethic.
Reliable, punctual, and dependable.
Professional, respectful, and solutions-oriented in interactions with members and employees.
Committed to cleanliness and creating a positive member experience.
Able to learn and apply company cleaning practices, policies, and procedures.
Able to read and follow verbal and written instructions.
Able to perform the physical demands of the role, including prolonged standing and walking and lifting up to 50 pounds.
Normal vision and hearing, with or without correction.
Able to verbally communicate in person or by phone to exchange information.

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, professional manner.
Provide outstanding customer service and contribute to a positive club experience.
Respond to member questions and concerns promptly and courteously; escalate issues to the Assistant Manager or General Manager when appropriate.
Assist members with account inquiries, changes, and billing questions.
Explain Planet Fitness memberships and amenities, give tours, assist with sign-ups, and promote membership specials and upgrades.
Meet or exceed membership and customer service goals.
Check members into the system using the club’s POS system and answer phones professionally.
Process new memberships, cancellations, and payments accurately.
Follow assigned opening and closing procedures.
Perform assigned cleaning duties and help maintain clean restrooms, locker rooms, workout areas, and other club spaces.
Return weights to the appropriate rack area and regularly inspect the floor for cleanliness, organization, and safety.
Refill cleaning stations and supplies as needed.