Customer Service Representative

2 days ago

Lakewood, OH, United States Planet Fitness Full time
Customer Service Representative

Responsible for new member sales and creating a positive member experience by providing a superior level of customer service to members, prospective members, and guests.

Essential duties and responsibilities include:

  • Greeting/meeting potential members, providing a great customer experience.
  • Handling front desk related tasks:
    • Answering phone calls in a polite and friendly manner to assist with questions or concerns.
    • Taking info calls and tours.
    • Assisting in member check-ins, sign-ups, cancellations, BCM amenity usage, and updating member account information.
  • Facilitating member services issues and questions and forwarding to Club Manager/Manager in Training/Team Lead as needed.
  • Helping maintain the neatness/cleanliness of the club.

Essential behavior requirements include:

  • Customer service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer's wants and needs.
  • Listening: actively listens to customers, (includes coworkers and the public) empathizes (sees the situation from the customer's perspective) and works together to solve the problem.
  • Problem solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.
  • Diplomacy: demonstrates tact and skill in all interactions while using appropriate behavior and language.
  • Communication: ability to communicate questions, concerns or issues to a supervisor in a timely manner.

Minimum qualifications include:

  • Honesty and good work ethic.
  • Strong customer service skills.
  • Basic computer proficiency.

Physical demands include:

  • Standing and walking at least 75% of the shift.
  • Talking in person or on the phone at least 75% of the shift.
  • Must be able to lift to 50 lbs. less than 30% of the time.

Benefits include:

  • Dollars for Scholars Program.
  • Employee Appreciation Program.
  • Free Membership for self and one family member or friend.
  • Team Member Support Team.
  • Health, Dental and Vision Insurance.
  • Critical Illness Insurance.
  • Short Term Disability Insurance.
  • Accident Insurance.
  • Voluntary Life Insurance.
  • Pet Insurance.
  • HSA - Advancement Opportunities.

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