Member Services Representative (Full-Time)

Planet Fitness - PINNACLE FIT CLUBS, LLC; Mattoon (IL); Sur place; USD 17 000 - 24 000; Plein temps

Avantages offerts par ce poste

Medical insurance

MAP (Member Assistance Program)

Life and AD&D insurance

Short-Term and Long-Term Disability

401(k) with company match

Paid Time Off

FREE Black Card Membership

Résumé du poste

Planet Fitness - PINNACLE FIT CLUBS, LLC is seeking a full-time Member Services Representative to greet and assist members and guests, ensuring a welcoming, judgment-free atmosphere. You will manage front desk tasks, tours, and inquiries while maintaining a clean, safe club environment during AM/PM shifts.

As the first impression for members, you will handle payments, verify eligibility, and promote club programs, including Black Card memberships, in a fast-paced team setting.

Responsabilités

• Welcome members, prospective members, and guests with enthusiasm and professionalism.
• Create a positive first and lasting impression for every member interaction.
• Deliver exceptional customer service while promoting the Judgement Free Zone® culture.
• Help resolve member concerns professionally.
• Escalate issues requiring management involvement appropriately.
• Conduct informative club tours, explain membership options, and promote Black Card® memberships and club programs.
• Respond to member inquiries regarding club policies, memberships, amenities, and services.
• Consistently enforce club policies and rules, stay professional in challenging interactions, use de-escalation techniques, and seek leadership support when needed.

Description du poste

• Base Pay $15.00 - $15.00 / Hour
• Employee Type FT Non-Exempt

Bring the energy and create the experience!

As a full-time Member Services Representative at Planet Fitness, you're the first impression for every member and guest who walks through our doors. You'll create a welcoming, Judgement Free atmosphere by delivering exceptional customer service and helping members feel comfortable, supported, and valued.

From greeting members with a smile to helping keep the club sparkling clean, you'll play an important role in the positive experience our members know and love. If you enjoy connecting with people and thrive in a fun, fast-paced team environment, this is a great opportunity to start or grow your career with a rapidly growing company.

Why Join Us

• Be part of one of the largest and fastest-growing Planet Fitness franchise groups in the country.
• Join a team passionate about creating a Judgement Free environment where members and employees thrive.
• Grow your career with a company that invests in employee development, leadership growth, and promoting from within.
• Make a meaningful impact by helping people feel stronger, healthier, and more confident every day
• Work in a fun, fast-paced, and team-oriented environment where your contributions are valued.
• Comprehensive Medical, including access to a confidential Member Assistance Program (MAP)
• Employer-paid Basic Life and AD&D insurance
• Employer-paid core Short-Term and Long-Term Disability, with buy-up options available
• Traditional and Roth 401(k) options with company match
• Voluntary benefits, including Critical Illness, Hospital Indemnity, Accident, Legal, HSA, and Commuter accounts
• Paid Time Off, plus paid sick/leave time as required by state and local law
• FREE Black Card Membership

Job Summary

The Member Services Representative (MSR) reports to the General Manager and is responsible for creating a positive member experience by delivering exceptional customer service to Planet Fitness members, prospective members, and guests. This role involves greeting and engaging with members as they enter and exit the club, addressing inquiries, conducting facility tours, resolving issues, and ensuring a clean, safe, and inviting environment during AM and/or PM shifts. The representative will often work independently, including times when they may be alone, requiring self-reliance and proactive problem-solving.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Member Experience

• Welcome members, prospective members, and guests with enthusiasm and professionalism.
• Create a positive first and lasting impression for every member interaction.
• Deliver exceptional customer service while promoting the Judgement Free Zone® culture.
• Help resolve member concerns professionally.
• Escalate issues requiring management involvement appropriately.
• Conduct informative club tours, explain membership options, and promote Black Card® memberships and club programs.
• Respond to member inquiries regarding club policies, memberships, amenities, and services.
• Consistently enforce club policies and rules, stay professional in challenging interactions, use de-escalation techniques, and seek leadership support when needed.

Front Desk Operations

• Answer incoming phone calls professionally.
• Monitor club access, check in members and guests, and verify membership and guest eligibility.
• Accurately process Point-of-Sale transactions and payments.
• Maintain accurate member records and documentation, including the digital guest register.
• Protect member and payment information by following Payment Card Industry (PCI) standards.
• Ensure front desk operations remain organized, efficient, and welcoming throughout the shift.

Club Cleanliness

• Maintain a consistently clean, organized, and safe club environment by ensuring routine cleaning and sanitization of:
• Locker rooms
• Restrooms
• Fitness equipment, cardio and strength areas
• Lobby
• Mirrors, windows, floors, and high-touch surfaces
• Monitor and clean club areas throughout the shift, complete cleaning checklists, and use products and equipment safely as trained while maintaining front desk coverage.
• Stock locker rooms and restrooms with necessary supplies.

Safety & Operations

• Safely re-rack weights, dumbbells and reset the floor.
• Promptly report via the required forms all damaged or missing equipment, maintenance issues, safety hazards, accidents, injuries, and security incidents to club leadership.
• Follow all company safety procedures and emergency protocols.
• Follow the Lost and Found Policy by securing and documenting found property.
• Support club initiatives and daily operational needs.
• Communicate effectively with club leadership and team members.
• Maintain professionalism when interacting with members, guests, vendors, and co-workers.
• Perform other duties as assigned.

Physical Demands

The physical requirements described are representative of those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals to perform the essential functions. While performing the duties of this Job, the employee is regularly required to:

Key

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Abilities

Stand C (Constantly)

Walk C (Constantly)

Sit O (Occasionally)

Handling / Fingering C (Constantly)

Reach Outward F (Frequently)

Reach Above Shoulder O (Occasionally)

Climb O (Occasionally)

Squat or Kneel O (Occasionally

Bend O (Occasionally)

Lift /Carry

10 lbs or less F (Frequently)

11-20 lbs F (Frequently)

21-50 lbs O (Occasionally)

51-100 lbs O (Occasionally)

Over 100 lbs N (Not Applicable)

Push / Pull

12 lbs or less O (Occasionally)

13-25 lbs O (Occasionally)

26-40 lbs O (Occasionally)

41-100 lbs N (Occasionally)

E-Verify

Pinnacle Fit Clubs, LLC is an E-Verify company. All new hires will be processed through E-Verify after accepting an offer of employment and completing Form I-9, to confirm they are legally eligible to work in the United States.

EOE – Equal Opportunity Employer

Pinnacle Fit Clubs, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.