Position: Member Support Level 1

Reports to: Call Center Manager

Department: Call Center Operations

Compensation: $12.00 - $14.00 per hour

Purpose: Serves as an advocate to our members, guests and prospective members. Provides accurate information regarding company products, policies, and practices to both internal and external customers while delivering +1 customer service.

Duties and Responsibilities:

• Handle inbound phone calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service. Inbound calls include:

• Membership Questions

• Billing Questions

• General Planet Fitness Inquires.

• Answer detailed questions regarding member’s agreement and company policies while delivering +1 customer service.

• Facilitate needed updates to members’ accounts up to and including cancel request with the mindset of saving the membership through asking questions and overcoming objections.

• Strive for first call resolution and follow through with a sense of urgency.

• Maintain department inboxes and other items as designated by call center leadership, and ensure items are completed within Excel Fitness standards. 

• May participate in training of call new center employees.

• Help oversee the cleanliness of the call center.

• Perform additional duties as assigned

Qualifications:

• Minimum six (6) months of previous Call Center experience preferred.

• HS diploma or equivalent required and must be at least 18 years old.

• Successful completion of the Call Center training program within 90 days of hire required.

• Proven ability to efficiently utilize system applications to assist with all member inquiries, process member account transactions and provide research and resolution for member concerns.

• Proficient verbal and written skills to effectively communicate.

• Proficiency in Microsoft Office, CRM systems and other related applications.

• Ability to exercise excellent judgement and guide others clearly and effectively.

• Courtesy, tact and diplomacy are essential elements of this position when working with internal and external customers.

• Punctuality, reliability, patience, and a strong willingness to go above and beyond.

Benefits & Perks:

• Make payday any day by taking advantage of our financial wellness benefit, MyFlexPay

• Every Team Player receives a FREE Planet Fitness Black Card Membership

• Our Employee Assistance Program (EAP) gives you free and confidential access to counseling resources

• PLUS - Paid Time Off (PTO), Paid Parental Leave, and Health Insurance Benefits are offered to all eligible Team Players

Other Details:

• Supervisory Responsibility: There are no supervisory responsibilities for this role.

• Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit, talk and hear; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Position Type/Expected Hours of Work: This is a nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center hours of operation and determined by business need. Full-Time employees are ones that regularly work at least 30 hours per week. Part-Time employees are ones that regularly work 29 hours per week or less. Availability of Full-Time and Part-Time positions are dependent on business need.

• Travel: No travel is expected for this position.

• EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Position: Front Desk

Reports to: General Manager (GM)/ Assistant Manager (AM) / Shift Lead

Department: Operations

Purpose: Help promote our Judgement Free Zone, by representing our core values and adhering to our business drivers during each scheduled shift. 

Duties and Responsibilities:

• Perform to your best abilities during your assigned work shift.
• Monitor and maintain club cleanliness and atmosphere.
• Ensure that all proper training has been completed in order to operate safely and efficiently.
• Conduct regular audits to ensure the store is presentable and holding up to Excel Standard.
• Perform club inspections, complete assigned cleaning or associated tasks along with re-inspecting said tasks.
• Process and Review Daily Club Activity Paperwork and file in appropriate folders.
• Audit and Balance Cash Drawers on a daily basis.
• Update and Review Daily Club Reports and complete any corresponding Data Entry Documents
• Maintain and clean the Front entrance to provide customers with a clean, presentable, and welcoming environment
• Adhere to company’s policies and guidelines and address any minor infractions.
• Provide a safe and secure environment for all members
• Communicate with members and a create a high level of customer service.
• Stocking all retail and promotional items for following shift.
• Perform daily club inspections, complete assigned cleaning sections.
• Understand and adhere to company standards, audit daily paperwork, and help resolve any day-to-day customer issues.
• Audit club inventory and communicate with GM, AM and Shift Lead on recommendations of inventory orders.
• Staying up to date on all required certifications and training courses.
• Communicating with, promoting, touring, and assisting prospects and potential members
• Assisting General Manager and Assistant Manager with club promotions, training, and implementation of any operational strategies
• Ensuring Facility complies with all state and federal laws and insurance requirements
• Operating and Assisting applicable members with use of Tanning, hydro, and Total Body Enhancement Equipment and making sure all applicable paperwork and procedures are adhered to.

Qualifications:

• HS diploma or equivalent required.
• Familiar with Excel mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements
• Great communication skills with internal and external customers.
• Must be team oriented, motivated and well organized.

Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones. The noise level in the club environment may be loud on a regular basis.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee

must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time OR part-time, non-exempt position. A non-exempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. Days and hours of work can be expected to be between 1-40 hours a week. Club hours vary per location.  This position may work outside of normal business hours to include evenings and weekends as needed. These hours are subject to change at any time dependent on business needs.

EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Grow with us!

In one to two years, you could be earning $50k a year with Planet Fitness!

We’re Excel Fitness, a Planet Fitness franchise group based out of Austin, TX with 80+ clubs and growing! Since 2016, we have grown from 16 locations in TX to over 80 locations in 6 states in great markets like Austin, Dallas, Raleigh, Tulsa, and NW Arkansas. We are opening 10+ new clubs a year and with that kind of growth, you can build a great career here! In fact most of our senior managers started at the front desk and worked their way up to now earning base salaries that begin at $42k as a GM, $60k as a Regional manager(responsible for 5-10 locations), and all the way up to over a $100k as a Regional Director overseeing 10+ locations!

But it all starts at the front desk – where all of our Team Players (what we call our employees) are responsible for creating a positive member experience through superior level of customer service and cleanliness.

What are you waiting for?  APPLY TODAY!

Essential Duties and Responsibilities 

- Provide an exceptional customer service experience.
  

-Responsibilities include:

• Check members into the system.
• Take prospective members on tours then assist them with the new account sign-up process
• 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.
• Detailed cleaning in all areas of the facility.

Qualifications/Requirements 

• Exceptional customer service skills; able to interact in a positive and professional way with members and co-workers, exceeding the member’s expectations.
• People with positive mental attitudes excel here!
• Customer service background preferred.
• Punctuality and reliability is a must.
• Demonstrate diplomacy in all interactions while using appropriate behavior and language.
• High School diploma/GED equivalent required.
• Must be 18 years of age or older.

Physical Demands 

• Continual standing and walking during shift.
• Continual talking in person or on the phone during shift.
• Must be able to occasionally lift up to 50 lbs.
• Will occasionally encounter toxic chemicals.

Position: Member Support Level 1

Reports to: Call Center Assistant Manager

Department: Call Center Operations

Compensation: $12.00 - $14.00 per hour

Purpose: Serves as an advocate to our members, guests and prospective members. Provides accurate information regarding company products, policies, and practices to both internal and external customers while delivering +1 customer service.

Duties and Responsibilities:

• Handle inbound phone calls, answering questions/concerns by internal and external customers regarding the Planet Fitness brand while delivering +1 customer service. Inbound calls include:

• Membership Questions
• Billing Questions
• General Planet Fitness Inquires.

• Answer detailed questions regarding member’s agreement and company policies while delivering +1 customer service.
• Facilitate needed updates to members’ accounts up to and including cancel request with the mindset of saving the membership through asking questions and overcoming objections.
• Strive for first call resolution and follow through with a sense of urgency.
• Maintain department inboxes and other items as designated by call center leadership, and ensure items are completed within Excel Fitness standards. 
• May participate in training of call new center employees.
• Help oversee the cleanliness of the call center.
• Perform additional duties as assigned

Qualifications:

• Minimum six (6) months of previous Call Center experience preferred.
• HS diploma or equivalent required and must be at least 18 years old.
• Successful completion of the Call Center training program within 90 days of hire required.
• Proven ability to efficiently utilize system applications to assist with all member inquiries, process member account transactions and provide research and resolution for member concerns.
• Proficient verbal and written skills to effectively communicate.
• Proficiency in Microsoft Office, CRM systems and other related applications.
• Ability to exercise excellent judgement and guide others clearly and effectively.
• Courtesy, tact and diplomacy are essential elements of this position when working with internal and external customers.
• Punctuality, reliability, patience, and a strong willingness to go above and beyond.

Supervisory Responsibility: There are no supervisory responsibilities for this role.

Work Environment: This job operates in a professional office environment. This role regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit, talk and hear; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a nonexempt position. A nonexempt employee is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA. The anticipated work schedule for this position will be set during normal Call Center hours of operation and determined by business need. Full-Time employees are ones that regularly work at least 30 hours per week. Part-Time employees are ones that regularly work 29 hours per week or less. Availability of Full-Time and Part-Time positions are dependent on business need.

Travel: No travel is expected for this position.

EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.