Customer Engagement Specialist

1 week ago


Rochester, New York, United States Planet Fitness Full time
Position Overview
The Member Services Representative plays a crucial role in ensuring a positive experience for all members by delivering outstanding customer service to Planet Fitness members, potential members, and visitors.
Key Responsibilities
  • Welcome members, potential members, and visitors, ensuring top-notch customer service.
  • Manage all front desk operations, which include:
    • Answering phone calls with a friendly demeanor and assisting callers with various inquiries.
    • Checking members into the system efficiently.
    • Facilitating new member registrations.
    • Conducting tours for prospective members.
  • Assist with necessary updates to member accounts.
  • Address member inquiries and concerns promptly and professionally, escalating issues to the Assistant Manager or Manager when necessary.
  • Contribute to maintaining the cleanliness and organization of the facility.
Qualifications
  • Experience in customer service is preferred.
  • Basic proficiency in computer usage.
  • A strong 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, surpassing member expectations.
  • Strong listening skills with the ability to empathize and resolve issues.
  • Exhibit professionalism in all interactions, utilizing appropriate behavior and language.
  • A high school diploma or GED equivalent is required.
  • Must be at least 18 years old.
Physical Requirements
  • Regular standing and walking throughout the shift.
  • Frequent communication in person or via phone during the shift.
  • Ability to occasionally lift up to 50 lbs.
  • May encounter hazardous materials during the shift.

Employees at franchise locations are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ does not dictate or control labor or employment matters for franchisees or their employees, nor does it retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state, and federal laws.



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