Member Services Representative -2nd Shift

Planet Fitness; Grand Rapids (MI); On-site; USD 10,000 - 60,000; Full time

Job summary

A forward-thinking company seeks a Member Services Representative to enhance the member experience through exceptional customer service. This role involves greeting members, handling inquiries, and maintaining club cleanliness, all while ensuring member confidentiality. Ideal candidates will possess strong communication skills and a passion for fitness. Join a dynamic team that values punctuality and reliability, with opportunities for growth and benefits like a 401k match and health coverage. If you're ready to make a positive impact in a vibrant environment, this role is perfect for you!

Benefits

401k with match

Attendance incentives

Paid time off

Health insurance

Vision insurance

Dental insurance

Flexible pay options

Free Black Card membership

Qualifications

• Customer service experience preferred with a passion for fitness.
• Basic computer skills required; familiarity with DataTrak is a plus.

Responsibilities

• Greet members and provide excellent customer service.
• Handle front desk activities including member check-ins and new sign-ups.
• Maintain cleanliness of the club and protect member confidentiality.

Skills

Customer service experience

Basic computer skills

Empathy

Problem-solving

Reliability

Education

Must be 18 years or older

Tools

DataTrak

Job description

Job Summary - Member Services Representative - 2nd Shift

Location: 2807 Lake Michigan Drive, Grand Rapids, MI

Reporting to the Club Manager, the Member Services Representative will be responsible for creating a positive member experience by providing exceptional customer service to Planet Fitness members, prospective members, and guests. This role is the first point of contact for membership inquiries, requests, and concerns. Responsibilities include answering phones, assisting with membership issues, maintaining cleanliness, resolving complaints, and processing transactions. This is a non-exempt, hourly position performed in person at the assigned location.

Responsibilities and Duties

Essential Duties

• Greet members, prospective members, and guests, providing excellent customer service.
• Handle front desk activities including answering phones, member check-ins, new member sign-ups, tours, account updates, and responding to questions or concerns, escalating as needed.
• Maintain cleanliness of the club, including deep cleaning of locker rooms, equipment, and amenities.
• Protect member confidentiality in accordance with HIPAA and related laws.

Essential Physical Requirements

• Stand and move continuously during the shift.
• Talk in person and on the phone throughout the shift.
• Occasionally lift up to 75 lbs, with frequent movement of at least 25 lbs.
• Use cleaning equipment and handle chemicals safely.

Qualifications and Skills

• Must be 18 years or older.
• Customer service experience preferred.
• Basic computer skills required; familiarity with DataTrak or similar software preferred.
• Passion for fitness and health.
• Positive attitude, punctuality, and reliability.
• Strong listening, empathy, problem-solving, and diplomacy skills.
• Able to commute in all weather conditions.

Salary and Benefits

• Wage: $13-$13.5/hour plus $2 shift premium (10pm-7am).
• Benefits include 401k with match, attendance incentives, paid time off, health/vision/dental, flexible pay options, and free Black Card membership.

Management reserves the right to assign duties as needed. We are an equal opportunity employer and provide accommodations for persons with disabilities.