Member Services Representative

Planet Fitness; Petaluma (CA); On-site; USD 21,000 - 28,000; Full time

Job summary

Planet Fitness is seeking a friendly Member Services Representative to create a positive member experience. You will greet members and guests, assist with front desk duties, and ensure a welcoming club environment.

You’ll handle tours, sign-ups, account updates, and respond to inquiries promptly. A strong customer-service mindset, reliability, and a passion for fitness are essential to success in this role.

Qualifications

• Customer service experience preferred.
• Basic computer proficiency required.
• Passion for fitness and health.
• Upbeat and positive attitude.
• Punctuality and reliability required.
• Excellent customer service skills with members and staff.
• Strong listening skills with empathy and problem-solving abilities.
• Diplomacy in all interactions and professional communication.
• Must be 18 years or older; high school diploma or GED.

Responsibilities

• Greet members and guests and provide exceptional customer service.
• Answer phones and assist callers with questions.
• Check members in to the system and assist with front desk tasks.
• Sign up new members and conduct tours for prospective members.
• Update member accounts as needed.
• Respond to inquiries and escalate to management when appropriate.
• Maintain the cleanliness and neatness of the club.

Skills

Customer service

Communication

Listening

Diplomacy

Problem solving

Reliability

Punctuality

Empathy

Positive attitude

Teamwork

Education

High School diploma/GED equivalent

Job description

Job Summary

The Member Services Representative will be 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.
  • New member sign-up.
  • Take prospective members on tours.
• Facilitate needed updates to member’s accounts.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed.
• Assist in maintaining the neatness and cleanliness of the club.

Qualifications/Requirements

• Customer service background preferred.
• Basic computer proficiency.
• A 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 the member’s expectations.
• Strong listener with the ability to empathize and problem solve.
• Demonstrate diplomacy in all interactions while using appropriate behavior and language.
• High School diploma/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 occassionally lift up to 50 lbs.
• Will occasionally encounter toxic chemicals during shift.