Job Summary
The Member Services Representative - Closer creates a positive experience through customer service excellence. Planet Fitness team members are dedicated to delivering exceptional service for prospective members and members and their guest(s). This position requires a responsible and results driven leader focused on quality assurance and proficiency at closing daily club operations including, but not limited to: Daily Point-of-Sale (POS) reconciliation, cleanliness, retail, stock, and club security.
Essential Duties and Responsibilities
- Provide exceptional customer service excellence
- Greet members, prospective members, and guests
- Consistent and proficient execution of all front desk related activities including:
- Operate phones in a friendly manner and assist callers with a variety of questions
- Respond to member questions and concerns and resolve in a timely and professional manner
- Greet and validate members, guests, and prospects (ensure check ins and account in good standing)
- Member account management including but not limited to: enrollment, upgrades, downgrades, cancellations, freezes, account payments, PF App, retail sales, refunds, and membership transfers
- Conduct club tours for prospective members
- Maintaining a clean and safe club environment through cleanliness, sanitation, and keen awareness
- Ensure effective operation and security of the club membership, policy, and property
Qualifications/Requirements
- 18 years of age or older with High School diploma/GED equivalent
- Honesty and integrity
- Punctual and reliable
- Upbeat, can do attitude
- Exceptional customer service skills able to interact in a positive and professional way with members and co-workers
- Strong listener: ability to empathize, problem solve, and uphold club policy
- Demonstrate diplomacy in all interactions while using appropriate behavior and language
- Being coachable
- Team player (effortlessly positive and professional with members and colleagues)
Preferences
- Customer service and/or point-of-sale (POS) experience
- Competitive, results driven individual with experience in fitness and/or sports
- Passionate about fitness and health
- Business administration and/or financial accounting acumen and/or interest
Physical Demands
- Continual standing and walking
- Continual talking in person or on the phone
- Must be able to lift up to 50 lbs.
- May occasionally encounter toxic chemicals
