Member Services Representative

Core Development & Management; Billerica (MA); On-site; USD 30,000 - 40,000; Part time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Vacation and Sick Time

Free Black Card Membership

401(k) Retirement Savings Plan – 3% Company Match

Employee perks and discounts

Job summary

Core Development & Management seeks a Member Services Representative in Billerica, Massachusetts. This role involves providing exceptional customer service to Planet Fitness members and guests, helping them feel welcome and resolving any concerns. The representative will also manage membership-related functions and maintain the overall cleanliness of the club.

Benefits include medical, dental, and vision insurance, along with a 401(k) plan and vacation time. Candidates must be over 18 and willing to obtain CPR certification.

Qualifications

• Must be 18 years of age or older.
• Willing to become CPR/AED certified (training provided).
• Basic computer proficiency.

Responsibilities

• Greet members/guests and assist with questions.
• Promote Judgement Free Zone and support members.
• Resolve member concerns and assist callers.
• Perform membership functions and achieve sales goals.
• Keep the club clean and safe.

Skills

Customer service skills

Effective communication

Basic computer proficiency

Teamwork

Job description

As a Member Services Representative, you will provide a superior level of customer service to Planet Fitness members, prospective members, and guests, ensuring an exceptional judgement‑free member experience. We offer flexible scheduling options with opportunities for full‑time and part‑time shifts.

Responsibilities

• Greet members/guests as they enter and exit the club; assist them with any questions or concerns as they check in.
• Help 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, when needed, escalate to the Club Manager.
• 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 and contribute to club monthly and yearly goals.
• Perform prospective member calls and tours; assess their membership needs.
• Execute retail transactions with accuracy and drive sales goals.
• Perform regular, consistent cleaning and sanitising of all exercise equipment and Recovery Zone amenities, including communal spaces and your assigned area.
• Ensure restrooms are clean, 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 or missing equipment (e.g., dispensers, leaky faucets, fixtures).

Competencies

• Communicates openly and effectively.
• Builds strong relationships.
• Nurtures learning and growth.
• Drives continuous improvement.
• Champions CORE values.

Qualifications

• Must be 18 years of age or older.
• Willing to become CPR/AED certified (training provided).
• Basic computer proficiency.

Physical Demands

• Continual standing and moving throughout the club to accomplish tasks during shift.
• Continual communication 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 sanitising of equipment and facilities.
• Move oneself in different positions, including bending and twisting, to accomplish tasks.

Benefits

• Medical, Dental, and Vision Insurance.
• Vacation, Sick Time, and 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. (Note: 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, and geographic economic conditions such as cost of living and local wage benchmarks.