[Hiring] Call Center/ Customer Support Associate @Life Fitness, LLC

Role Description

Join Life Fitness’ Customer Service and Support (CSS) Team as a Technical Customer Support Associate reporting to the Customer Support Supervisor. In this role, you will be responsible for:

• Responding to customer contacts via inbound Automatic Call Distributor (ACD) calls and system and internal emails.
• Maintaining contact with National Commercial and Consumer accounts via phone, email and fax contact and business correspondence.
• Explaining and administering company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.).
• Communicating effectively with internal customers on the status of requests and assisting in determining corrective action to ensure customer satisfaction.
• Assisting customers with part orders and other requests using ORACLE and other software.
• Processing customer warranty or billable parts orders or returns.
• Monitoring Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues.
• Responding to all customer correspondence and voicemails within established Service Levels.
• Providing general technical assistance to internal and external customers using both oral and written communication skills.
• Entering service requests to dispatch a technician when needed to fix equipment.

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.
• Able to work independently with minimal direct supervision.
• Must be flexible and adapt quickly to change.
• High school diploma or GED required; Bachelor’s degree preferred.

Requirements

• Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis.
• Able to multi-task successfully.
• Responds to customers and colleagues in a professional and courteous manner.

Benefits

• 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.
• Employee assistance program that includes free counseling sessions.