Member Services Representative

We’re Excel Fitness, a Planet Fitness franchise group based out of Austin, TX with 80+ clubs in 6 states. Since 2016, we have grown from 16 locations to over 80 clubs in markets such as Austin, Dallas, Raleigh, Tulsa, and NW Arkansas. Most of our senior managers started at the front desk and worked their way up. Base salaries begin at $42k as a GM, $60k as a Regional Manager (5‑10 locations), up to over $100k as a Regional Director (10+ locations).

This role starts at the front desk – where our Team Players are responsible for creating a positive member experience through superior customer service and cleanliness.

• Provide an exceptional customer service experience.
• Check members into the system.
• Take prospective members on tours and assist with new account sign‑up.
• Facilitate needed updates to members’ accounts.
• Respond to member questions and concerns promptly and professionally, escalating to Assistant Manager or Manager as needed.
• Perform detailed cleaning of all areas of the facility.
• Interact positively and professionally with members and co‑workers, exceeding expectations.
• Maintain a positive mental attitude.
• Possess a customer service background (preferred).

• High School Diploma or GED equivalent (required).
• Minimum age 18 years.
• Must be punctual and reliable.
• Demonstrate diplomacy in all interactions, using appropriate behavior and language.
• Customer service preferred.

• Continual standing and walking during shift.
• Continual talking in person or on the phone during shift.
• Occasionally lift up to 50 lbs.
• Occasionally encounter commercial cleaning products during shift.

• Mask required at all times for team players; state & local mask mandates for members.
• Strict safety and cleaning protocols; equipment and facilities sanitized against COVID‑19.
• Touch‑less check‑in for members and social distance promoted.
• Paid leave for full‑time employees.
• My Flex Pay  – financial wellness benefit for any day payday.
• FREE Planet Fitness Black Card Membership for all team players.
• Employee Assistance Program (EAP) – free confidential counseling resources.
• Paid Time Off (PTO), Paid Parental Leave, and Health Insurance for eligible team players.