Overnight Member Services Representative

Planet Fitness•Columbia, SC

2d•Onsite

About The Position

The Overnight Front Desk Associate 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. As an Overnight Front Desk Associate, you will be responsible for providing a superior level of customer service to Planet Fitness members, prospective members and guests while ensuring an exceptional “Judgement Free” member experience! This role involves greeting members, assisting with questions, promoting the Judgement Free Zone®, resolving concerns, answering phones, performing membership functions, handling prospective member inquiries, executing retail transactions, and maintaining cleanliness and safety of the club. Daily responsibilities also include: Greet members/guests as they enter and exit the club; assisting them with any questions or concerns as they check in. Help to promote our Judgement Free Zone® by connecting with members on the club floor, offering assistance and showing support in their fitness journeys while upholding club policies. Resolve member concerns and escalate to a Manager as needed. Answer phones in a friendly manner and assist callers with their inquiries. Perform membership related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances and transferring memberships. Perform prospective member calls and tours; assessing their membership needs. Execute retail transactions with accuracy and drive sales goals. Resolve member concerns and escalate to a Manager as needed. Regular, consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities. This includes communal spaces as well as your assigned area. Ensuring restrooms are clean and sanitized, stocked and clutter free by following the routine cleaning schedule. Frequently perform a comprehensive walk of all club areas; quickly fix any safety/policy issues and address cleanliness concerns. Promptly address maintenance and facility concerns such as broken and/or missing equipment (i.e., Dispensers, leaky faucets, fixtures etc.).

Requirements

Ability to pass a background check
Willingness to become CPR/AED certified
Basic computer proficiency
Upbeat and positive attitude
Punctuality and reliability
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.
Must be 18 years of age or older.

Nice To Haves

Customer service background preferred

Responsibilities

Creating a positive member experience by providing a superior level of customer service.
Greeting members and guests, assisting with check-ins and inquiries.
Promoting the Judgement Free Zone® by connecting with members and offering support.
Resolving member concerns and escalating to management when necessary.
Answering phones and assisting callers.
Performing membership-related functions including sign-ups, updates, cancellations, and payment collection.
Conducting prospective member calls and tours.
Executing retail transactions and meeting sales goals.
Regularly cleaning and sanitizing exercise equipment, amenities, and communal spaces.
Ensuring restrooms are clean, sanitized, stocked, and clutter-free.
Conducting regular walks of the club to address safety, policy, and cleanliness issues.
Addressing maintenance and facility concerns promptly.