Customer Service Representative

Job Title

Customer Service Representative

Club Manager

Full Time/Part Time/Non‑Supervisor/Non‑Exempt

Responsible for new member sales and creating a positive member experience by providing a superior level of customer service to members, prospective members, and guests.

• Greet/meet potential members, providing a great customer experience.
• Handle front desk related tasks:
• Answer phone calls in a polite and friendly manner to assist with questions or concerns.
• Take info calls and tours.
• Assist in member check‑ins, sign‑ups, cancellations, BCM amenity usage, and update member account information.
• Facilitate member services issues and questions and forward them to Club Manager/Manager in Training/Team Lead as needed.
• Help maintain the neatness and cleanliness of the club.

• Customer Service: communicate and interact with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
• Listening: actively listen to customers (including coworkers and the public), empathize (see the situation from the customer’s perspective), and work together to solve the problem.
• Problem Solving: recognize and define problems; analyze relevant information; encourage alternative solutions and plan to resolve situations; seek additional assistance when needed.
• Diplomacy: demonstrate tact and skill in all interactions while using appropriate behavior and language.
• Communication: ability to communicate questions, concerns, or issues to a supervisor in a timely manner.

• Honesty and good work ethic.
• Strong customer service skills.
• Basic computer proficiency.

• Standing and walking at least 75% of the shift.
• Talking in person or on the phone at least 75% of the shift.
• Must be able to lift up to 50 lbs less than 30% of the time.

• Dollars for Scholars Program.
• Employee Appreciation Program.
• Free Membership for self and one family member or friend.
• Team Member Support Team.
• Health, Dental, and Vision Insurance.
• Critical Illness Insurance.
• Short Term Disability Insurance.
• Accident Insurance.
• Voluntary Life Insurance.
• Pet Insurance.
• HSA.
• Advancement Opportunities.

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.

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