Position Overview:

The person in this position follows up on service provider dispatches to meet the service expectations and handle inquiries and special projects/assignments at the direction of the Sr. Director of Customer Care. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer and/or service provider issues. Takes ownership of customer and/or service provider issues and provides complete end to end issue resolution by utilizing resources available.

Responsibilities:

Provide outstanding service to Key Accounts:

• Follow up on open service dispatches for key accounts
• Assist Service Support with ISP situations or issues that arise
• Assist with setting up key account install follow up services visits
• Assist with any key account claims processing and console returns
• Investigate situations where Tech did not do the work assigned and resolve situation
• Work with service providers to get them set up in Online Remedy processing work orders and claims through database.
• Ability to guide ISPs through work order, claim, and parts order process on database
• Continuously analyzes KPIs (e.g., TTR, FTFR) related to service dispatches
• Work with Supervisor of Service Labor to identify poor performing techs and work to improve their performance and/or find alternative service providers in those areas

Work Practices and desirable traits:

• All paperwork and database entries filled out completely and accurately
• Able to prioritize tasks
• Detail orientated
• Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation
• Keep your work environment 5S
• Be on time for your scheduled workday

Technical Training:

• Learn the basics of equipment troubleshooting to further assist ISPs on the phone

Marginal Job Functions:

• Other projects as needed

Qualifications:

Education:

• High school diploma or equivalent

Experience:

• Prefer two years of previous experience working in a call center, customer service or in the fitness industry.
• Good working knowledge and experience with Microsoft Office Suite
• Knowledge of Microsoft CRM
• Customer Service & Interpersonal skills
• Excellent follow up and sense of urgency
• Excellent communication skills, both oral and written

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Free access to our state-of-the-art onsite workout facility
• Product discounts
• Wellness programs

EOE/M/W/Vet/Disability