Call Center/ Customer Support Associate
Call Center/ Customer Support Associate
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$ 42000 - 59500
1 Vacancy
Job Description
Join us as we empower the world to work out creating healthier lives together.
An empty treadmill isnt compelling but once someone steps on it the stories are limitless. Our goal is to connect people emotionally to their fitness journey. We are a global team coming from different cultures and backgrounds with a shared passion to achieve and live our mission of inspiring healthier lives.
Inspire. Innovate. Make an impact and join our team!
Special note: This role will be 100% remote/work-from-home.
#LI-REMOTE
Join Life Fitness Customer Service and Support (CSS) Team as a Technical Customer Support Associate reporting to the Customer Support this role you will be responsible for responding to customer contacts via inbound Automatic Call Distributor (ACD) calls and system and internal emails. You will be in direct contact with the customer and will place outbound calls as required. To be successful in this role you will provide professional stellar quality to domestic international commercial and consumer customers and Life Fitness sales representatives. You will promote positive customer relations while maintaining the highest standards of ethics quality and service. Youll perform all other assigned duties in accordance with Customer Service and Support as well as Life Fitness policies and procedures and all state and federal regulations.
Customer Contact:
Maintain contact with National Commercial and Consumer accounts via phone email and fax contact and business correspondence.
Explain and administers company policies and procedures pertaining to customer service (e.g. warranty policy parts credit return policy etc.).
Communicate effectively with internal customers (within CSS and other departments) on the status of requests and assists in determining corrective action to ensure customer satisfaction.
Cross-functionally work closely with Management Field Service internal and external support Supply Chain and Accounts Receivable to ensure issues are escalated and resolved.
Customer Requests:
Assist customers with part orders and other requests using ORACLE and other software; this includes data-entry of customer numbers part numbers quantity etc. Process customer warranty or billable parts orders or returns.
Monitor Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues or orders with an on-hold status.
Respond to all customer correspondence and voicemails within established Service Levels.
Proactively notify customer of any issues that may prevent them from being fully satisfied and work to resolve issues in a timely fashion.
Escalate back order parts issues per policy to determine parts availability and inform the customer.
Technical Support:
Provide general technical assistance to internal and external customers using both oral and written communication skills.
Use Operations Manual to diagnose the problem and walking the customer through the solution if possible.
Enter service request to dispatch a technician when needed to fix equipment.
Demonstrate the ability to use and read schematics to be able to solve technical problems.
Qualifications
Minimum 2 years related experience in a customer service and/or call center environment dealing with external customers preferred
Technical experience in repairs and/or help-desk support in diagnosing repairs of electro-mechanical equipment highly preferred
Mechanical aptitude or good understanding of mechanics preferred
Familiarity with fitness equipment and parts a plus but not required
Excellent verbal and written communication skills
High level of detail orientation
Experience with Microsoft Word Excel and Oracle preferred
Projects a positive proactive and very helpful attitude
Takes initiative to complete tasks with urgency and accuracy. Detail-oriented with a strong ability to recognize parts and part numbers
Participates as a team player
Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis
Able to multi-task successfully. Able to work independently with minimal direct supervision
Responds to customers and colleagues in a professional and courteous manner
Must be flexible and adapt quickly to change
High school diploma or GED required; Bachelors degree preferred
At Life Fitness / Hammer Strengthwe think customer firstplay as one team andraise the bar on fitness innovationin the gym and in every corner of our facilities. Wepersevere and get it done with a clear purpose toinspire each other to live healthier lives. If youre ready to bring out the best in people while powering the future of fitness manufacturing we invite you to apply.
Want to take the next step in your careerLife Fitness / Hammer Strength takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths push your limits and unleash your potential. If you feel the position is right for you we invite you to apply. Well work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description then well hop on a call to get to know you and your experience and discuss the position in more detail. If its not the right opportunity this time well always let you know.
Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members including but not limited to: a 401(k) savings plan with 4% employer match; medical dental and vision insurance parental medical and military leaves of absence paid time off including 12 paid holidays throughout the calendar year paid vacation days beginning at 13 days annually paid sick leave as provided under state and local paid sick leave laws company paid short-term disability and optional long-term disability health savings account health care and dependent care reimbursement accounts employee and dependent life insurance and supplemental life and AD&D insurance hospital indemnity; identity protection legal services adoption assistance tuition assistance commuter benefits employee discounts and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
Life Fitness / Hammer Strength is an equal opportunity employer. All qualified applicants including individuals with disabilities and protected veterans are encouraged to apply. Life Fitness / Hammer Strength complies with all applicable federal state and local laws regardingemploymentrecruitment and hiring. All qualified applicants are considered for employment without regard to race color religion age sex sexual orientation gender identity national origin citizenship status disability protected veteran status or any other category protected by applicable federal state or local laws.
There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness/Hammer Strength will never ask for your financial information at any part of the interview process including the post-offer stage and will only correspond through @ or @ domain email addresses or for U.S. opportunities.
Life Fitness/Hammer Strength does not accept applications inquiries or solicitations from unapproved staffing agencies or vendors.
Required Experience:
IC
Employment Type
Full-Time
