Member Services Representative
The Member Services Representative 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.
Customer Service/Front Desk Activities
- Greet members and guests, providing exceptional customer service and doing your best to make members feel comfortable and welcomed!
- Answer phones in a friendly manner and assist callers with a variety of questions.
- Utilize info call script at all times to callers that have never been to PF before.
- 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.
- Conduct beverage or merchandise purchases on the point of sale system.
- Explaining and promoting our unique fitness instruction classes (pe@pf) to our active members and our new members, helping them to keep their workouts new and exciting.
- Exceeding the minimum required daily statistics.
- Ability to assess and assist in emergency medical situations.
- Upholding rules and policies in the facility.
Requirements:
- Customer service background preferred.
- Basic computer proficiency.
- A passion for fitness and health.
- Upbeat and positive attitude!
- Punctuality and reliability is a must.
- 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.
- High School diploma/GED equivalent required.
- Must be 18 years of age or older.
Physical Demands
- Continual standing and walking during shift.
- Continual talking in person or on the phone during shift.
- Must be able to occasionally lift up to 50 lbs.
- Will occasionally encounter toxic chemicals during shift.
- Member Accounts
- Utilize POS system to assist with new membership cards, change of address and billing or payment questions.
- Checking members into fitness classes daily using Datatrak systems.
- Creating new memberships and guest accounts for members.
- Uphold integrity and security with member documents and sensitive information at all times.
Club Cleanliness and Maintenance
- Go above and beyond to keep the front desk area and lobby clean and orderly.
- Regular facility cleaning and upkeep such as mopping up spills under equipment, trash removal, cleaning windows and mirrors, and re-racking weights.
- Regular cleaning of all exercise equipment and tanning beds.
- Regular restroom and wet area cleaning and stocking.
- Completion of daily and weekly cleaning responsibilities.
Miscellaneous
- Maintain a minimum 70% Black Card acquisition. (Calculated on a monthly basis).
- Maintain a minimum of 55% secondary billing acquisition. (Calculated on a monthly basis).
- Stay up to date on new tasks and current job description and perform them in a timely manner.
- Track Key Performance Indicators such as guest counts, cancels, info calls and BC percentages.
- Manage marketing efforts by ensuring that staff is aware of updates or changes.
- Assist with inventory counts.
- Uphold the positive, energetic, upbeat culture of Planet Fitness.