Member Services Representative

Member Services Representative

Job Summary:

The Member Services Representative will be responsible for creating a positive member experience by providing a superior level of customer service to Planet Fitness members, prospective members, and guests.

• Greet members, prospective members, and guests, providing exceptional customer service.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed.
• Handle all front desk related activities:
  • Answer phones in a friendly manner and assist callers with a variety of questions.
  • Check members into the system.
  • New member sign‑up.
  • Take prospective members on tours.
  • Facilitate needed updates to member’s accounts.
• Assist in maintaining the neatness and cleanliness of the club:
  • Cleaning and sanitizing of all exercise equipment and Black Card spa amenities.
  • Ensuring restrooms are clean and sanitized, stocked and clutter‑free by following the routine cleaning schedule.
  • Perform a comprehensive walk of all club areas; quickly fix any safety/policy issues and address cleanliness concerns.

• Customer service background preferred.
• Must be 18 years of age or older.
• Basic computer proficiency.
• A passion for fitness and health.
• Upbeat and positive attitude.
• Punctuality and reliability is a must.
• Exceptional customer service skills; able to interact in a positive and professional way with members and co‑workers, exceeding the member’s expectations.
• Strong listener with the ability to empathize and problem‑solve.
• Demonstrate diplomacy in all interactions while using appropriate behavior and language.
• High School diploma/GED equivalent preferred.

• 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 encounter toxic chemicals during shift.
• Moving self in different positions, including bending, climbing, balancing, kneeling, crouching, and twisting, to accomplish tasks.

We provide a unique environment where anyone can feel comfortable. A diverse, Judgment Free Zone (JFZ) where a lasting, active lifestyle can be built. We are non‑intimidating, welcoming and focus on general fitness rather than bodybuilding. Our mission is to create a fun and respectful environment for our team to learn and grow.

• Free Black Card gym membership.
• Day, evening, or overnight shifts.
• Career growth opportunities.
• Discounts on merchandise sold at the club.
• Benefits including medical, 401(k), and supplemental insurance.
• Discounts on movie tickets, theme parks, hotels, attractions, and more.

Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.