Client Services Associate

2 weeks ago

Wilmington, Massachusetts, United States Planet Fitness Full time
Position Overview

The Customer Engagement Specialist plays a crucial role in fostering a welcoming environment for members by delivering outstanding customer support to Planet Fitness members, potential members, and visitors.

Key Responsibilities
  • Welcome members, potential members, and visitors, ensuring exceptional customer care.
  • Manage all front desk operations, including:
    • Answering phone calls with a friendly demeanor and assisting callers with various inquiries, following established call scripts.
    • Checking members into the system efficiently.
    • Facilitating new member registrations.
    • Conducting tours for prospective members and effectively presenting membership options.
  • Assist with necessary updates to member accounts.
  • Address member inquiries and concerns promptly and professionally, escalating issues to the Assistant Manager or Manager as necessary.
  • Contribute to maintaining the cleanliness and organization of the facility.
    • Complete daily cleaning tasks within the first hour of your shift.
    • Assist in fulfilling the priority cleaning checklist each day.
    • Conduct walk-arounds and restroom checks every 20 minutes.
    • Support any special cleaning projects as directed by the Club Manager.
  • Maintain a tour conversion rate of 60% or higher.
  • Ensure member retention metrics are at or above 60%.
  • Consistently wear the Planet Fitness uniform and name tag.
  • Enforce all Planet Fitness member policies and guidelines.
  • Adhere to all Planet Fitness staff policies and procedures.
Qualifications
  • Previous experience in customer service is preferred.
  • Basic computer skills are required.
  • A genuine interest in fitness and wellness.
  • Positive and energetic attitude.
  • Dependability and punctuality are essential.
  • Exceptional customer service abilities; capable of interacting positively and professionally with members and colleagues, exceeding expectations.
  • Strong listening skills with the capacity to empathize and resolve issues.
  • Exhibit professionalism in all interactions, using appropriate language and behavior.
  • High School diploma or GED equivalent is required.
  • Must be at least 18 years old.
Physical Requirements
  • Regularly standing and walking throughout the shift.
  • Frequent verbal communication in person or over the phone during the shift.
  • Occasional lifting of up to 50 lbs.
  • May encounter hazardous materials during the shift.
JOIN OUR TEAM

Enhancing lives through an accessible, high-quality fitness experience requires a team of enthusiastic, motivated, and fun-loving individuals. As one of the largest and fastest-growing franchises in the fitness industry, Planet Fitness is continuously on the lookout for exceptional talent to help us cultivate a welcoming environment and shape the future of our brand. With numerous locations across various regions, there are ample opportunities to join our team.

Our mission emphasizes that our services are tools for personal growth, inspiring and motivating our members. If you are seeking a role where you can positively impact a customer's life, you have found the right place. Join us in creating a supportive atmosphere where everyone can thrive.

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