Overnight Member Services Representative

Member Services Representative

The Member Services Representative (MSR) is responsible for creating a positive member experience by delivering exceptional customer service to Planet Fitness members, prospective members, and guests. This role involves greeting and engaging with members as they enter and exit the club, addressing inquiries, conducting facility tours, resolving issues, and ensuring a clean, safe, and inviting environment during AM, PM, or Overnight shifts. The representative will often work independently, including times when they may be alone, requiring self-reliance and proactive problem-solving.

Additional Job Summary : The Overnight Member Services Representative will work independently, often by themselves or alone for parts or all of their shift, to ensure the safety, security, and cleanliness of the facility while fostering a welcoming atmosphere. This role requires maintaining constant situational awareness, addressing issues promptly (contacting the management for emergencies and documenting non-emergencies in the Communication Log on Microsoft Teams), and upholding Planet Fitness standards without on-site managerial support.

Schedule - Full Time - Sunday 11 : 45PM to Monday 6 : 00 AM - 6-hour shift - Monday - Thursday 10pm - 6am - 8-hour shift

Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet members, prospective members, and guests, providing exceptional customer service.
• Handle all front desk-related activities, including :
• 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 of the facility.
• Facilitate needed updates to members' accounts.
• Respond to member questions and concerns in a timely and professional manner and elevate to management as needed.
• Maintain the cleanliness, organization, and safety of the club.
• Thoroughly clean and sanitize restrooms, locker room areas, fitness equipment, and gym floor.
• Stock locker rooms with proper supplies / paper products.
• Report any broken or missing amenities or equipment (toilets, faucets, showers, hair dryers, gym equipment, etc.) to management.
• Follow the "Lost and Found Policy" and turn in lost member property to management immediately.
• Other responsibilities as asked by management.