Customer Service Representative
3 weeks ago
As a Member Services Representative at Planet Fitness, you will be responsible for providing exceptional customer service to our members, prospective members, and guests. Your primary goal will be to ensure an exceptional "Judgement Free" experience for everyone who walks through our doors.
Key Responsibilities- Customer Service/Front Desk Activities
- Greet members and guests, provide exceptional customer service, and make members feel comfortable and welcome.
- Answer phones in a friendly manner and assist callers with a variety of questions.
- 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.
- Explain and promote our unique fitness instruction classes to our active members and new members, helping them to keep their workouts new and exciting.
- Adhere to policies and procedures outlined in the employee handbook.
- Exceed the minimum required daily statistics.
- Assess and assist in emergency medical situations as per training.
- Uphold rules and policies in the facility.
- Provide backup support for any employee who is absent.
- Uphold integrity and security of sensitive company documents.
- Lead by example and maintain consistent accountability.
- Communicate between staff members any changes or information that is pertinent to their positions.
- Member Accounts
- Utilize POS system to assist with new membership cards, change of address, and billing or payment questions.
- Check members into fitness classes daily using Datatrak systems.
- Create new memberships and guest accounts for members.
- Uphold integrity and security with member documents and sensitive information at all times.
- Club Cleanliness and Maintenance
- Keep the front desk area and lobby clean and orderly.
- Execute regular facility cleaning and upkeep, such as mopping up spills under equipment, trash removal, cleaning windows and mirrors, and re-racking weights.
- Clean all exercise equipment and tanning beds.
- Clean restroom and wet area and keep stocked.
- Complete daily and weekly cleaning responsibilities.
- Complete walkthroughs of club every 20 minutes.
- Miscellaneous
- Track Key Performance Indicators such as guest counts, cancels, info calls.
- Assist with inventory counts.
- Uphold the positive, energetic, upbeat culture of Planet Fitness.
- Be a brand ambassador by leading a judgement-free lifestyle.
- Be aware of all marketing efforts, including enrollment rates.
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