Position: Member Services Representative - Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM)

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

- Provide an exceptional customer service experience.

• Assist in recruiting, hiring, and developing an entire team of high performers

• Assist General Manager with staff oversight and management

• Assist in scheduling and supervising staff.

• Assist in ensuring entire team is providing a world class member experience at all times

• Assist in resolving member, staff, and club issues, concerns, and challenges, as they arise

• Involved in all front desk related activities including but not limited to:

• Check members into the system.

• Take prospective members on tours then assist them with the new account sign-up process

• Facilitate needed updates to member’s accounts.

• Contribute to and assist in oversight of detailed cleaning in all areas of the facility.

• Assist in supply ordering, within club needs and budget parameters.

• Assist in tracking statistics and reports (weekly, monthly, and annually).

• Backup support for any employee who is absent.

Qualifications/Requirements

• Superior customer service skills, preferably in the fitness industry.

• Experience working as a Member Service Representative at Planet Fitness.

• Solid supervisory, diplomacy and listening skills.

• Basic computer proficiency (Microsoft Suite).

• Hard working, enthusiastic and energetic!

• Strong problem resolution skills.

• Current CPR Certification required.

• High school diploma/GED equivalent required.

• Must be 18 year 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 occasionally lift up to 50 lbs.

• Will occasionally encounter commercial cleaning products during shift.

• Our team players and members are our top priority! That’s why we are following super-strict safety and cleaning protocols.

• Squeaky Clean! We’ve always been known for our clean clubs.

• Need a day off? Full time employees have paid leave to take a break!

Other Details:

• Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location. These hours are subject to change at any time dependent on business needs.

• EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.