Member Services Representative

Midwest Fitness Partners; Cincinnati (OH); On-site; USD 16,531 - 22,041; Full time

Job summary

Planet Fitness is seeking a Member Services Representative at our Cincinnati location. You will greet members and guests, handle front-desk activities, sign up new members, and lead tours to showcase facilities. You will respond to questions professionally and keep the club clean and welcoming for all visitors.

The role emphasizes outstanding customer service, reliability, and a positive attitude, with strong listening and problem-solving skills to support a positive member experience.

Qualifications

• Customer service background preferred.
• CPR and AED certified.
• Basic computer proficiency.
• Passion for fitness and health.
• Upbeat and positive attitude.
• Punctuality and reliability is a must.
• Exceptional customer service skills; interact positively with members and coworkers.
• Strong listener with empathy and problem-solving.
• Diplomacy in interactions; appropriate behavior and language.
• Must be 18 years of age or older.

Responsibilities

• Greet members, prospective members, and guests with exceptional service.
• Answer phones and assist callers with inquiries.
• Check members into the system and process new sign-ups.
• Lead tours for prospective members.
• Assist in updating members' accounts.
• Respond to questions and concerns professionally; escalate as needed.
• Maintain club cleanliness and neatness.

Skills

Customer service

Punctuality

Basic computer skills

CPR & AED certified

Effective communication

Empathy & problem-solving

Professional demeanor

High school diploma

Education

High School Diploma or GED

Job description

Job Summary

The Member Services Representative is responsible for creating a positive member experience by providing a superior level of customer service to Planet Fitness members, prospective members and guests.

Essential Duties and Responsibilities

• Greet members, prospective members and guests, providing exceptional customer service.
• Handle all front‑desk related activities including:
  • Answer phones in a friendly manner and assist callers with a variety of questions.
  • Check members into the system.
  • Process new member sign‑up.
  • Lead prospective members on tours.
  • Facilitate updates to members’ accounts.
  • Respond to member questions and concerns in a timely and professional manner, escalating to the Assistant Manager or Manager as needed.
  • Assist in maintaining the neatness and cleanliness of the club.

Qualifications and Requirements

• Customer service background preferred.
• CPR and AED certified.
• Basic computer proficiency.
• Passion for fitness and health.
• Upbeat and positive attitude.
• Punctuality and reliability is a must.
• Exceptional customer service skills; able to interact in a positive and professional way with members and co‑workers, exceeding their expectations.
• Strong listener with the ability to empathize and problem‑solve.
• Demonstrates diplomacy in all interactions while using appropriate behavior and language.
• High School diploma or GED equivalent required.
• Must be 18 years of age or older.

Physical Demands

• Continual standing and walking during shift.
• Continual talking in person or on the phone during shift.
• Must be able to occasionally lift up to 50 lbs.
• Will occasionally encounter toxic chemicals during shift.

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.