Member Services Representative

• Base Pay $12.00 - $12.00 / Hour
• Employee Type PT Non-Exempt

Description

Bring the energy and create the experience!

As a Member Services Representative at Planet Fitness, you're the first impression for every member and guest who walks through our doors. You'll create a welcoming, Judgement Free atmosphere by delivering exceptional customer service and helping members feel comfortable, supported, and valued.

From greeting members with a smile to helping keep the club sparkling clean, you'll play an important role in the positive experience our members know and love. If you enjoy connecting with people and thrive in a fun, fast-paced team environment, this is a great opportunity to start or grow your career with a rapidly growing company.

• Be part of one of the largest and fastest-growing Planet Fitness franchise groups in the country.
• Join a team passionate about creating a Judgement Free environment where members and employees thrive.
• Grow your career with a company that invests in employee development, leadership growth, and promoting from within.
• Make a meaningful impact by helping people feel stronger, healthier, and more confident every day
• Work in a fun, fast-paced, and team-oriented environment where your contributions are valued.

• Comprehensive Medical available for all employees, including access to a confidential Member Assistance Program (MAP)
• Dental & Vision Insurance options for full-time employees.
• Employer-paid Basic Life and AD&D insurance for full-time team members
• Employer-paid core Short-Term and Long-Term Disability for full-time employees, with buy-up options available
• Traditional and Roth 401(k) options with company match
• Voluntary benefits for full-time team members, including Critical Illness, Hospital Indemnity, Accident, Legal, HSA, and Commuter accounts
• Paid Time Off
• $0.50/hour shift differential for overnight shifts.
• FREE Black Card Membership

The Member Services Representative (MSR) reports to the General Manager and is responsible for creating a positive member experience by delivering exceptional customer service to Planet Fitness members, prospective members, and guests. This role involves greeting and engaging with members as they enter and exit the club, addressing inquiries, conducting facility tours, resolving issues, and ensuring a clean, safe, and inviting environment during AM, PM, or Overnight shifts.

The representative will often work independently, including times when they may be alone, requiring self-reliance and proactive problem-solving.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Welcome members, prospective members, and guests with enthusiasm and professionalism.
• Create a positive first and lasting impression for every member interaction.
• Deliver exceptional customer service while promoting the Judgement Free Zone® culture.
• Help resolve member concerns professionally.
• Escalate issues requiring management involvement appropriately.
• Conduct informative club tours, explain membership options, and promote Black Card® memberships and club programs.
• Respond to member inquiries regarding club policies, memberships, amenities, and services.
• Consistently enforce club policies and rules, stay professional in challenging interactions, use de-escalation techniques, and seek leadership support when needed.

• Answer incoming phone calls professionally.
• Monitor club access, check in members and guests, and verify membership and guest eligibility.
• Accurately process Point-of-Sale transactions and payments.
• Maintain accurate member records and documentation, including the digital guest register.
• Protect…