Shift leader, Customer Service​/HelpDesk

Who We Are:

At Planet Fitness, our purpose is to create a more connected and Judgement Free planet, where fitness and wellbeing are within reach for all. In our clubs, that comes to life every day through the welcoming experience we create for our members and the way our team members support one another.

Breaking Boundaries Together is how we bring our employee experience to life. It means creating a workplace where people can be themselves, feel supported, continue to grow and achieve more together than they could alone.

Guided by our PLANET Principles, we put people first, lead with excellence, act with authenticity and integrity, embrace change and thrive together. When you join Planet Fitness, you become part of a welcoming, energetic team that has fun, supports one another and takes pride in creating an environment where everyone feels like they belong.

What You Bring:

Creating a great member experience takes a team that works together and supports one another. You bring positive energy, enjoy helping others and are comfortable stepping up to provide guidance when needed. You lead by example and help create a welcoming, Judgement Free experience for members, guests and fellow team members.

For our Shift Leader role, you:

• Bring a positive and upbeat attitude
• Have a passion for delivering an exceptional experience to members, guests and fellow team members
• Are punctual, reliable and dependable
• Enjoy helping others and supporting the team throughout your shift
• Are comfortable stepping up, providing direction and helping keep things on track
• Approach interactions with kindness, patience and a genuine desire to help others
• Communicate clearly, listen well and respond with empathy
• Act with integrity, treat everyone with respect and lead by example
• Stay calm and helpful when navigating questions or challenging situations
• Learn quickly and apply what you’ve learned through online and hands-on training

About the Shift Leader Role: The Shift Leader is a full-time position that leads their peers and supports the business with daily operations. You will protect and maintain our Judgement Free Zone and coach team members to do the same. As our Shift Leader, you will be leading peers through task completion and driving success of club priorities and KPI goals.

You will focus on providing an exceptional member experience through consistent communication and interaction with the team. These responsibilities include:

• Guiding peers to complete assigned tasks in a safe and efficient manner.
• Model the behaviors to provide an outstanding member experience; coach and inspire others to do the same.
• Support team members with elevated member concerns.

Daily responsibilities for the Shift Leader 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 elevate 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 elevate 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.)

About Your

Qualifications:

• 6-12 months of experience in a customer service environment is preferred
• Proven background leading others
• Must be 18 years of age or older
• Willing to become CPR/AED Certified (Training provided by Planet Fitness)
• Basic computer proficiency

Physical Demands of the Shift Leader:

• Continual standing and moving throughout the club to accomplish tasks during shift.
• Continual…