Member Services Representative

Core Development & Management; Auburn (WA); On-site; USD 2,066,400 - 2,617,440; Full time

Benefits offered by this job

Medical Insurance

Vacation Time

Free Black Card Membership

401(k) Retirement Savings Plan

Life Insurance

FSAs and Discounts

Employee perks and discounts

Job summary

Planet Fitness is seeking a customer-oriented Member Services Representative to welcome members, guests, and prospective members in our Judgement Free Zone®. You will assist with check-ins, respond to inquiries, and support membership processing while promoting a positive club experience.

Responsibilities include greeting members, answering calls, handling sign-ups and updates, and driving retail sales. The role offers flexible scheduling with both full-time and part-time opportunities and

Qualifications

• Excellent communication and interpersonal skills.
• Ability to build relationships with members and guests.
• Willingness to learn and grow within the role.
• Commitment to continuous improvement and brand values.
• Demonstrates integrity and respect in all interactions.

Responsibilities

• Greet members and guests entering the club and assist with questions.
• Promote the Judgement Free Zone by engaging with members on the club floor.
• Resolve member concerns and escalate to the Club Manager when needed.
• Answer phones and assist callers with inquiries.
• Handle membership-related tasks: sign-ups, updates, cancellations, renewals.
• Help achieve sales goals and contribute to club targets.
• Provide tours to prospective members and assess needs.
• Conduct retail transactions accurately and drive sales.
• Maintain cleanliness of equipment and Recovery Zone amenities.
• Ensure restrooms and spaces are clean and organized.
• Address maintenance or safety issues promptly.
• Maintain flexible scheduling with full-time and part-time shifts.

Skills

Communication

Relationship building

Learning & growth

Continuous improvement

CORE values

Job description

Who We Are

At Planet Fitness, our mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, judgement free environment.

Who You Are

All of our Team Members at Planet Fitness share one thing in common – a passion for our amazing brand and a desire to make our members feel welcome in our Judgement Free Zone®.

• Exhibit a positive and upbeat attitude.
• Have a passion for delivering a consistent and exceptional experience to our members, guests, and fellow PF team members.
• Pride yourself on your work while being punctual, reliable, and dependable.
• Handle all interactions with diplomacy and exhibit a genuine motivation for helping others.
• Act with integrity and show respect to everyone around you.
• Exhibit strong communication skills and have an ability to listen and empathize.
• Inspire and motivate others to achieve their goals.
• Are quick study with the ability to apply what you have learned during online and hands‑on training.

Responsibilities

About the Member Services Representative Role

As a Member Services Representative, you will be responsible for providing a superior level of customer service to Planet Fitness members, prospective members and guests while ensuring an exceptional “Judgement Free” member experience!

Daily Responsibilities For The Member Services Representative 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 escalate to the Club 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.
• Achieve or exceed individual sales goals, contribute to club monthly and yearly goals.
• Perform prospective member calls and tours; assessing their membership needs.
• Execute retail transactions with accuracy and drive sales goals.
• Regular, consistent cleaning and sanitizing of all exercise equipment and Recovery Zone 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.)
• We offer flexible scheduling options with opportunities for full‑time and part‑time shifts.

Competencies

• Communicates Open & Effectively
• Builds Strong Relationships
• Nurtures Leaning & Growth
• Drives Continuous Improvement
• Champions CORE values

Qualifications

About Your Qualifications

• 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 Member Services Representative

• Continual standing and moving throughout the club to accomplish tasks during shift.
• Continual communicating in person or on the phone to exchange information during shift.
• Must be able to lift up to 75 pounds.
• Will occasionally encounter toxic chemicals during shift.
• Frequent cleaning and sanitizing of equipment and facilities.
• Moving self in different positions, including bending and twisting, to accomplish tasks.

More reasons to join Planet Fitness!

• Medical, Dental, and Vision Insurance*
• Vacation*/Sick Time/Holiday Pay
• Free Black Card Membership
• 401(k) Retirement Savings Plan – 3% Company Match
• Term Life Insurance*
• Healthcare and Dependent Care Flexible Spending Accounts*
• Employee perks and discounts
• Please note that certain benefits listed above are for full-time employees only

Pay Range Placement Statement

Placement within the established pay range for each role will be determined based on a combination of factors, including but not limited to:

• Relevant skills
• Years and depth of experience
• Performance History
• Market competitiveness
• Geographic economic conditions, such as cost of living and local wage benchmarks