Overnight Customer Service Representative

7 days ago

Vancouver, Washington, United States Planet Fitness Full time
About the Role

The Overnight Team Member 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. This includes:

  • Following the 10/5 Rule: Intentionally acknowledging anyone within 5 feet whether they're coming in/leaving the Club, out on the floor, or up at the Front Desk.
  • Conducting accurate Tours and Info. Calls for Prospects through memorization of specific scripts.
  • Handling all Front Desk activities, including:
    • Personalized check-ins for every Member, Guest, and Prospect.
    • Addressing security issues with check-ins (such as no photo on file) and overdue balances.
    • Answering phones in a friendly manner and assisting with a variety of questions.
    • Taking Prospects and Guests on tours, educating on membership options, and getting them signed up.
    • Facilitating updates to Member accounts, such as updating billing information or rewriting an agreement.
  • Responding to member questions and concerns in a timely and professional manner and elevating to Assistant Manager or Manager as needed.
  • Operating tanning booths and other amenities for Black Card Members.
  • Assisting in maintaining the cleanliness of all aspects of the club.
  • Communicating and coordinating with the day shift and overnight support positions to ensure seamless club operations.
Qualifications/Requirements

To be successful in this role, you will need:

  • Punctuality and reliability.
  • Exceptional customer service skills; able to interact in a positive and professional way with members and co-workers, exceeding the member's expectations.
  • Customer service background preferred.
  • Basic computer proficiency.
  • A passion for fitness and health.
  • An upbeat and positive attitude.
  • Strong listening skills with the ability to empathize and problem-solve.
  • Current CPR/AED Certification preferred.
  • Demonstrating diplomacy in all interactions while using appropriate behavior and language.
  • A High School diploma/GED equivalent is required.
  • You must be 18 years of age or older.
Physical Demands

This role requires:

  • Continual standing and walking during shift.
  • Continual talking in person or on the phone during shift.
  • Ability to work overnight shifts.
  • Must be able to occasionally lift up to 50 lbs.
  • Will encounter cleaning agents during shift.

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