What are the responsibilities and job description for the Member Services Representative (Full-Time) position at Planet Fitness - PINNACLE FIT CLUBS, LLC?
Why Join Us
- Be part of one of the largest and fastest-growing Planet Fitness franchise groups in the country.
- Join a team passionate about creating a Judgement Free environment where members and employees thrive.
- Grow your career with a company that invests in employee development, leadership growth, and promoting from within.
- Make a meaningful impact by helping people feel stronger, healthier, and more confident every day
- Work in a fun, fast-paced, and team-oriented environment where your contributions are valued.
Perks & Benefits
- Comprehensive Medical, including access to a confidential Member Assistance Program (MAP)
- Dental & Vision Insurance
- Employer-paid Basic Life and AD&D insurance
- Employer-paid core Short-Term and Long-Term Disability, with buy-up options available
- Traditional and Roth 401(k) options with company match
- Voluntary benefits, including Critical Illness, Hospital Indemnity, Accident, Legal, HSA, and Commuter accounts
- Paid Time Off, plus paid sick/leave time as required by state and local law
- FREE Black Card Membership
Job Summary
- Welcome members, prospective members, and guests with enthusiasm and professionalism.
- Create a positive first and lasting impression for every member interaction.
- Deliver exceptional customer service while promoting the Judgement Free Zone® culture.
- Help resolve member concerns professionally.
- Escalate issues requiring management involvement appropriately.
- Conduct informative club tours, explain membership options, and promote Black Card® memberships and club programs.
- Respond to member inquiries regarding club policies, memberships, amenities, and services.
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Consistently enforce club policies and rules, stay professional in challenging interactions, use de-escalation techniques, and seek leadership support when needed.
Front Desk Operations
- Answer incoming phone calls professionally.
- Monitor club access, check in members and guests, and verify membership and guest eligibility.
- Accurately process Point-of-Sale transactions and payments.
- Maintain accurate member records and documentation, including the digital guest register.
- Protect member and payment information by following Payment Card Industry (PCI) standards.
- Ensure front desk operations remain organized, efficient, and welcoming throughout the shift.
- Maintain a consistently clean, organized, and safe club environment by ensuring routine cleaning and sanitization of:
- Locker rooms
- Restrooms
- Fitness equipment, cardio and strength areas
- Front desk
- Lobby
- Black Card Spa® amenities
- Mirrors, windows, floors, and high-touch surfaces
- Monitor and clean club areas throughout the shift, complete cleaning checklists, and use products and equipment safely as trained while maintaining front desk coverage.
- Stock locker rooms and restrooms with necessary supplies.
Safety & Operations
- Safely re-rack weights, dumbbells and reset the floor.
- Promptly report via the required forms all damaged or missing equipment, maintenance issues, safety hazards, accidents, injuries, and security incidents to club leadership.
- Follow all company safety procedures and emergency protocols.
- Follow the Lost and Found Policy by securing and documenting found property.
- Support club initiatives and daily operational needs.
- Communicate effectively with club leadership and team members.
- Assist teammates during busy periods.
- Maintain professionalism when interacting with members, guests, vendors, and co-workers.
- Perform other duties as assigned.
Physical Demands
The physical requirements described are representative of those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals to perform the essential functions. While performing the duties of this Job, the employee is regularly required to:
Key
N (Not Applicable) Activity is not applicable to this occupation.
O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5 hrs/day)
F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)
C (Constantly) Occupation requires this activity more than 66% of the time (5.5 hrs/day)
Physical Abilities
Stand C (Constantly)
Walk C (Constantly)
Sit O (Occasionally)
Handling / Fingering C (Constantly)
Reach Outward F (Frequently)
Reach Above Shoulder O (Occasionally)
Climb O (Occasionally)
Crawl N (Not Applicable)
Squat or Kneel O (Occasionally
Bend O (Occasionally)
Lift /Carry
10 lbs or less F (Frequently)
11-20 lbs F (Frequently)
21-50 lbs O (Occasionally)
51-100 lbs O (Occasionally)
Over 100 lbs N (Not Applicable)
Push / Pull
12 lbs or less O (Occasionally)
13-25 lbs O (Occasionally)
26-40 lbs O (Occasionally)
41-100 lbs N (Occasionally)
E-Verify
Pinnacle Fit Clubs, LLC is an E-Verify company. All new hires will be processed through E-Verify after accepting an offer of employment and completing Form I-9, to confirm they are legally eligible to work in the United States.
EOE – Equal Opportunity Employer