Membership Services Representative

Posted: 17/05/2024

Closing Date: 16/06/2024

Job Type: Casual

Location: Sydney

Job Category: Sport and Recreation

Join the Fastest Growing Fitness Industry in the World

Member Services Team Member 

Here at Planet Fitness, we are the home of the Judgement Free Zone. Where we provide a clean, comfortable and non-intimidating environment for all our guests. We do not cater to powerlifting or body building but more so general fitness as most of our members are first-time gym-goers. We believe everyone’s fitness journey should feel rewarding and celebrated. We’re not a Gym. We’re Planet Fitness 

Job Description: 

As part of the Planet Fitness team, you can expect to be working in an energetic, customer-focused environment where we leave egos at the door, and our management lead by example. We are a people facing company where our team spend their time on the floor with their members, enjoying the rewarding feeling of giving and helping our first time gym user base starting or re-igniting their fitness journey with us. It is an essential part of our clubs to bring the whole community together to share in the happy place that is the Judgement Free Zone. 

Training is provided both in person and virtually, with the leadership team providing continuous support for personal and professional development. Benefits include a free Black Card Membership, unlimited access to a wellbeing portal for team and their families, appreciation events and an abundance of internal career progression opportunities as we expand across Australia. 

The member service team member is the core of the club.Our member service team are cooperative and sympathetic listeners who thrive on social interactions, and enjoy being helpful and building relationships with our members. The success stories of our members drives our team to provide a clean, friendly and Judgement free atmosphere.

A customer service, team-oriented focus is of utmost importance. The customer service team is responsible for carrying out key functions for operating the club, which are: a) providing exceptional customer service and account administration to current gym members b) creating and maintaining an exceptional “JFZ” atmosphere in the gym c) selling memberships to non-members d) keeping the gym and all equipment exceptionally clean and in good working order. In addition, the customer service team also monitors the club environment and operations on a daily basis and offers improvements when needed. The customer service team is required to use excellent communications and teamwork to carry out all job duties and requirements. 

“The Membership Consultant role at Planet Finess is a rewarding job. When you walk into work you aren’t just an employee, you’re a part of a team that are all striving to achieve the same goal to provide a clean, safe and non-intimidating environment for all of the members. But by far the absolute best part of the job is when you give that first initial tour to someone who is ready to start their fitness journey and as the weeks go you witness them become confident and see their appreciation for giving fitness a go. Being a part of the start of someone’s fitness journey is definitely an awesome feeling.” 

Kat Graham, Membership Services Representative Rothwell 

“There are many reasons why I love working as a Membership Representative for Planet Fitness at Lake Haven. I love working as a Membership Representative as I have the privilege to create a non-intimidating gym space for people in my local community. As a Membership Representative, I am able to help community members understand the key benefits of Planet Fitness. By offering free club tours, I am able to show and explain why Planet Fitness is a World Class facility. Planet Fitness worldwide provides clean facilities, high quality equipment, free training, 24-hour gym access and friendly staff. 

I love working at Planet Fitness Lake Haven as my management team 'lead by example'. As a Membership Representative I feel empowered each shift as I am able to openly communicate with my supervisor and manager. At Lake Haven I am always able to gain professional advice. Another reason why I love working for Planet Fitness, is I am able to individualise each new members’ fitness experience. At Planet Fitness, I am able to assist members by arranging PE@PF programs. During a members' sign-up process, I am able to explain how certified trainers can assist new members with equipment use and exercise.” 

Georgia Doherty, Membership Services Representative Lake Haven 

Duties include, but are not limited to:

• Greeting and saying goodbye to all members and guests.
• Monitoring club access to members and non-members.
• Answering any questions and handling member complaints.
• Having an excellent understanding of the Judgement Free Zone and explaining the JFZ to all members and non-members.
• Answering info calls over the phone and taking messages.
• Giving club tours.
• Selling memberships, completing membership agreements, and entering new members into the database.
• Operating the Point-of-Sale system and collecting any balances of past due accounts.
• Making appointments for PE @ PF hourly sessions.
• Organizing and maintaining the customer service front desk.
• Completing member welcome calls
• Completing daily cleaning zones as assigned by management team
• Completing club walk arounds
• Assisting with club housekeeping and restocking any paper products in locker room.
• Perform beginning of the day and end of the day procedures.
• Making yourself available to newer team members for questions and guidance.
• Completing monthly Black Card Spa maintenance as assigned by management team.

Skills Required:

• Excellent phone/communication skills.
• Ability to follow directions well.
• Ability to work well independently.
• Must have an upbeat and motivating attitude.
• Punctual and organized.

Job Requirements / Certifications:

Must have minimum Cert III in Fitness

Must be currently CPR certified and provide club with a copy of the CPR certification

• Must have your WWC (working with children) certificte/ number NSW & VIC, Blue Card QLD from employment commencement date or proof that the process has started.
• Must have a completed National Police Check certificate.*NOTE- The NPC Certificate must be within 12 months of application date.
• Must be open to work on weekends and shifts between 2PM-10PM

Marks of Success:

• Feeling accepted and safe
• Demonstrated understanding of the 5 Fears of Fitness
• Successfully deliver a perfect tour to management
• Successfully deliver a perfect Info Call to management
• Be able to complete a Rate Presentation
• Confidently complete a member sign up on IPAD and manual sign up on PGM
• Process a Member Cancellation
• Identify Member Alerts
• Understanding how to read a member profile screen
• Put product sales through POS
• Take membership payments on POS
• Black Card Spa Equipment knowledge
• Have completed all relevant PFU courses
• Familiar with in club initiatives
• Be able to book a member into a PE@PF class, Program Design
• Deliver Orientation
• Familiar with Sonder and it’s support tools
• Sense of comradery within team
• Practicing having an attitude of gratitude

Special Characteristics:

• Must be currently CPR certified and provide club with a copy of the CPR certification

Core Values:

• Bravissimo – Confidence to take calculated bold actions.
• WOW Factor – delivering a member experience that exceeds their expectations.
• WHIM – world class, humorous, inspirational & memorable.