Shift Lead - Floating Overnight Closer

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 Shift Lead - Floating Overnight Closer 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. This role is often the first point of contact for all membership-related questions, requests, and concerns. Responsibilities include answering and directing phone calls, assisting with membership related issues, resolving complaints, processing transactions, cleaning including deep cleaning. This position is an hourly, non-exempt position and all duties will be performed in person.

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.
  • Complete 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.
• Trains new Member Services Representative - Overnight Closers.

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.
• Must be able to work overnight (third) shift.
• Must be able to travel throughout west Michigan region clubs.
• Will have an assigned home club for some shifts.
• Will frequently be asked to work shifts at neighboring franchise locations up to approximately 40 miles from home club. Will be compensated at federal mileage reimbursement rate.

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.