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Member Service Representative

Member Service Representative

Planet FitnessJohnston, IA, US
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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.
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    Member Service Representative • Johnston, IA, US