Customer Service Representative

3 weeks ago

Johnston, United States Planet Fitness Full time
Job Summary

The Member Services Representative 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.

Key Responsibilities
  • Customer Service/Front Desk Activities
    • Greet members and guests, providing exceptional customer service and doing your best to make members feel comfortable and welcomed
    • Answer phones in a friendly manner and assist callers with a variety of questions
    • Utilize info call script at all times to callers that have never been to PF before
    • Check members in, tour and sign up new members, log amenities and communicate updates and events to members and guests
    • Respond to member questions and concerns in a timely and professional manner
    • Conduct beverage or merchandise purchases on the point of sale system
    • Explaining and promoting our unique fitness instruction classes (pe@pf) to our active members and our new members, helping them to keep their workouts new and exciting
    • Exceeding the minimum required daily statistics
    • Ability to assess and assist in emergency medical situations
    • Upholding rules and policies in the facility
    Requirements
    • Customer service background preferred
    • Basic computer proficiency
    • A passion for fitness and health
    • 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
    • High School diploma/GED equivalent required
    • Must be 18 years of age or older
    Physical Demands
    • Continual standing and walking during shift
    • Continual talking in person or on the phone during shift
    • Must be able to occassionally lift up to 50 lbs
    • Will occasionally encounter toxic chemicals during shift
    Member Accounts
    • Utilize POS system to assist with new membership cards, change of address and billing or payment questions
    • Checking members into fitness classes daily using Datatrak systems
    • Creating new memberships and guest accounts for members
    • Uphold integrity and security with member documents and sensitive information at all times
    Club Cleanliness and Maintenance
    • Go above and beyond to keep the front desk area and lobby clean and orderly
    • Regular facility cleaning and upkeep such as mopping up spills under equipment, trash removal, cleaning windows and mirrors, and re-racking weights
    • Regular cleaning of all exercise equipment and tanning beds
    • Regular restroom and wet area cleaning and stocking
    • Completion of daily and weekly cleaning responsibilities
    Miscellaneous
    • Maintain a minimum 70% Black Card acquisition
    • Maintain a minimum of 55% secondary billing acquisition
    • Stay up to date on new tasks and current job description and perform them in a timely manner
    • Track Key Performance Indicators such as guest counts, cancels, info calls and BC percentages
    • Manage marketing efforts by ensuring that staff is aware of updates or changes
    • Assist with inventory counts
    • Uphold the positive, energetic, upbeat culture of Planet Fitness

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