Member Services Rep Full Time Afternoon/Evening

Summary Description

The Member Services Representative (MSR) is the first point of contact for members and guests. This position is responsible for providing exceptional customer service, handling membership inquiries and transactions, and helping to maintain a clean, comfortable, and friendly “Judgement Free Zone®” environment. The role is key to ensuring a positive member experience through friendly and professional interactions, prompt support, and a strong understanding of club culture, policies, and procedures.

Responsibilities

• Customer Service: Greet members, prospective members, and guests in a friendly, professional manner; create a positive club experience; respond promptly and courteously to questions and concerns; assist with account inquiries, changes, and billing questions.
• Sales & Membership Support: Provide information about Planet Fitness memberships and amenities; conduct tours and sign‑ups for potential members; promote and explain current membership specials and upgrades (e.g., Black Card); meet or exceed membership and customer service goals.
• Front Desk Operations: Check members into the system using the club’s POS system; answer phones professionally and efficiently; process new memberships, cancellations, and payments accurately; follow opening and closing procedures; notify Assistant Manager or General Manager of any issues.
• Cleanliness & Maintenance: Perform assigned cleaning duties throughout the shift; maintain cleanliness of restrooms, locker rooms, and workout areas; ensure weights are returned to appropriate racks; walk the floor regularly to keep the club clean, organized, and safe; refill cleaning stations and supplies as needed.

Requirements

• Must be 18 years of age or older.
• Ability to work on‑site (not a remote position).
• Upbeat, professional, and positive attitude with a strong work ethic.
• Reliable, punctual, and dependable.
• Professional, respectful, and solutions‑oriented in member and employee interactions.
• Commitment to cleanliness and creating a positive member experience.
• Ability to learn and apply company cleaning practices, policies, and procedures.
• Ability to read and follow verbal and written instructions.
• Obtain and maintain CPR/AED certification within company‑required timeframes.
• Obtain and maintain Tanning certification within company‑required timeframes.
• Day and evening MSRs must submit to a National Sex Offender Registry search; continued employment is contingent on satisfactory background‑check results.
• Preferred: High school diploma or equivalent; prior experience in a club/fitness setting; basic understanding of cleaning chemicals and safety standards.

Physical Demands and Working Environment

• Indoor environment with exposure to noise, dust, cleaning chemicals, and gym equipment.
• Prolonged periods of standing and walking; frequent stooping, bending, kneeling, climbing, reaching, twisting, repetitive hand movements, and lifting up to 50 lb.
• Must be able to perform CPR and operate equipment as needed.
• Normal vision and hearing, with or without correction.
• Reasonable ADA accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

• Free uniforms
• Health, dental, and vision insurance (including Vision insurance and Vision Insurance)
• 401(k) with matching contributions
• Roth retirement savings plans
• Healthcare and dependent‑care flexible spending accounts
• STD, LTD, and term life insurance
• Paid time off (PTO)
• Opportunity for advancement
• Training & development
• Wellness resources
• Free Black Card membership
• Opportunity to contribute to changing people’s lives and work with a dynamic professional team