Member Services Representative

2 weeks ago

Comstock Park, United States Planet Fitness Full time

**Job Title**:

- Member Services Representative - Overnight Closer

**Job Summary**

JP Management Services, LLC is a multi-location Planet Fitness® franchisee with nine locations in west Michigan. The culture of JP Management Services, LLC, integrates our core values of Positive Team Environment, Integrity, Excellence, Passion, and Having Fun. We seek to hire, retain, review, recognize, and promote based on our core values and look for employees who share our core values.

Reporting to the Club Manager, the **Member Services Representative - Overnight Closer** 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. The member service representative is the first point of contact for all membership-related questions, requests, and concerns. The member service representative's responsibilities include answering and directing phone calls, assisting with membership related issues, resolving complaints, processing transactions, cleaning including deep cleaning. This position is an hourly, non-exempt position and all duties will be performed in person.

**Responsibilities and Duties**

Essential Duties
- Working a typical shift of 9pm - 7am on Monday through Friday
- 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, including deep cleaning of locker rooms, equipment, gym floors, and black card amenities.
- Protects member confidentiality according to the Health Insurance Portability and Accountability Act (HIPAA) and related state and federal laws.

Essential Physical Requirements
- Requires long periods of continual standing and moving during the entire shift.
- Continual talking in person or on the phone during shift.
- On a daily basis, must be able to utilize various cleaning implements involved in vacuuming, mopping, picking up large items, and similar projects, which includes handling toxic cleaning chemicals using acceptable safe practices.
- Ability to work overnight (third) shift.
- Will have an assigned home club for most shifts. May occasionally be asked to work shifts at neighboring franchise locations up to approximately 40 miles from home club. Will be compensated at federal mileage reimbursement rate.

**Qualifications and Skills**
- High School diploma/GED equivalent required.
- Must be 18 years of age or older.
- Customer service background preferred.
- Basic computer software proficiency required. Familiarity with DataTrak or similar software preferred.
- 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.
- Current CPR Certification required; paid for by employer.

**Salary and Benefits**
- Competitive starting wage of $12/hour plus $2 shift premium between the hours of 10pm-7am
- Benefits we provide to eligible employees:

- 401K program with excellent company match
- Generous paid time off, PMLA, and short-term disability
- Health, vision and dental benefits
- Flexible pay options (On-demand pay and mobile Earned Wage Access)
- Free Black Card gym membership
- Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._
- We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability status, age, genetic information, protected veteran status, height, weight, marital status, or any other characteristic p_rotected by law._

**JOIN THE CLUB.**:
Enhancing people’s lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We’re continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and

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