Member Service Representative

Company Description

Excel Fitness Holdings is a leading Planet Fitness franchise group operating over 150 clubs across Texas, Oklahoma, Arkansas, North Carolina, Tennessee, Utah, Georgia, and Virginia. As part of the Planet Fitness family, the company supports a fast‑growing brand known for affordable memberships and a welcoming Judgement Free Zone. Excel Fitness focuses on building a team culture grounded in trust, humility, and strong relationships.

Team members are encouraged to lead by example while putting others first with integrity, dedication, and accountability. The shared mission is to enhance people’s lives by delivering a high‑quality, non‑intimidating fitness experience to members of all fitness levels.

This is a part‑time, on‑site Member Service Representative role based in Williamsburg, VA. The Member Service Representative welcomes members and guests, provides check‑in support, answers questions about memberships and services, and ensures a clean, friendly, and inclusive club environment. Daily responsibilities include handling member account inquiries, processing new memberships, updating account information, and assisting with billing questions within established guidelines. The role also involves answering phones, responding to inquiries promptly and professionally, and promoting club offerings to support member engagement and retention.

The Member Service Representative collaborates with club leadership and team members to uphold brand standards, support safety and cleanliness protocols, and deliver a positive experience for every visitor.

• Strong Communication and Customer Service skills with the ability to engage respectfully and professionally with a diverse member base.
• Professional Phone Etiquette and interpersonal skills for managing inquiries, resolving concerns, and providing clear information.
• Basic Computer Literacy, including the ability to learn membership and point‑of‑sale systems and accurately enter and update data.
• Comfort working with basic Finance‑related tasks such as membership billing, payment processing, and account adjustments.
• Reliability, punctuality, and the ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Strong attention to detail, problem‑solving skills, and the ability to remain calm and courteous in a fast‑paced environment.
• Ability to stand, walk, and perform light cleaning or organizational tasks throughout the shift.
• Previous experience in customer‑facing roles, hospitality, or fitness is preferred but not required; a high school diploma or equivalent is beneficial.