Member Services Representative, Sr. jobs in Grand Rapids, MI

Job Summary

JP Management Services, LLC is a multi-location Planet Fitness® franchisee with nine locations in west Michigan. The culture of JP Management Services, LLC, integrates our core values of Positive Team Environment, Integrity, Excellence, Passion, and Having Fun. We seek to hire, retain, review, recognize, and promote based on our core values and look for employees who share our core values.

Reporting to the Club Manager, 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. The member service representative is the first point of contact for all membership-related questions, requests, and concerns. The member service representative's responsibilities include answering and directing phone calls, assisting with membership related issues, cleaning, resolving complaints, and processing transactions. This position is a non-exempt, hourly position and all job duties will be performed in person at the assigned location.

Responsibilities and Duties

Essential Duties

• 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.
  
  


• Facilitate needed updates to member’s accounts.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Manager as needed.
• Assist in maintaining the neatness and cleanliness of the club, including deep cleaning of locker rooms, equipment, gym floors, and black card amenities.
Protects member confidentiality according to the Health Insurance Portability and Accountability Act (HIPAA) and related state and federal laws.

Essential Physical Requirements

• Requires long periods of continual standing and moving during the entire shift.
• Continual talking in person or on the phone during shift.
• Must be able to occasionally lift up to 75 lbs, with frequent moving of at least 25 pounds
On a daily basis, must be able to utilize various cleaning implements involved in vacuuming, mopping, picking up large items, and similar projects, which includes handling toxic cleaning chemicals using acceptable safe practices.

Qualifications and Skills

• High School diploma/GED equivalent required.
• Must be 18 years of age or older.
• Customer service background preferred.
• Basic computer software proficiency required. Familiarity with DataTrak or similar software preferred.
• 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.

Salary and Benefits

• Competitive starting wage of $12/hour plus $2 shift premium between the hours of 10pm-7am
• Benefits we provide to eligible employees:
  • 401K program with excellent company match
  • Generous paid time off, PMLA, and short-term disability
  • Health, vision and dental benefits
  • Flexible pay options (On-demand pay and mobile Earned Wage Access)
  • Free Black Card gym membership

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability status, age, genetic information, protected veteran status, height, weight, marital status, or any other characteristic protected by law.
JP Management Services LLC is committed to the full inclusion of all qualified individuals. As part of this commitment, JP Management Services LLC will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@redmountaincompanies.com.

JOIN THE CLUB.
Enhancing people’s lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We’re continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and Australia, there’s plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!

Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That’s where you come in. If you’re looking for a place where you can make a difference in a customer’s life, you’ve found it. Come to add your mojo to the Judgement Free Zone, but stay for the feeling that you’re making a difference on our Planet.

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.