Customer Support Technician I

Job Details

At Core Health & Fitness, our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like StairMaster, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, and we’re still growing. We press into the future of fitness to ensure the creation of quality products and programming that meet the needs of an ever-evolving industry.

At Core we are committed to building an energetic, diverse, and inclusive workspace. We value our differences and see community strength in diversity and representation. We’re always on the lookout for innovators, dreamers and doers who are passionate about fitness and wellbeing. We explore all opportunities to improve ourselves, our business partners, and our communities. If you’re looking for a fulfilling career in helping people find the best version of themselves, you’ve come to the right place.

We are hiring a Customer Support Technician I to join our winning Team!

General Position Summary

The Customer Support Technician is responsible for providing technical telephone, chat and email support to end-user customers ensuring optimum customer satisfaction and loyalty by providing superior customer service.

 

Essential Functions / Major Responsibilities

• Answer technical questions and troubleshooting service-related activities on fitness equipment for customers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to telephone and chat response time, time to resolve an issue, and timely closure of cases.
• Generate revenue by up-selling parts and service agreements.
• Create field services cases.
• Support and manage special projects.
• Assist in input to knowledge base (problem/solution) system.
• Demonstrate high levels of organization and timeliness in all forms of internal and external responsiveness.

 

Specific Job Requirements

• Excellent technical troubleshooting ability.
• Excellent mechanical reasoning ability.
• Excellent customer interaction skills
• Sense of urgency and ownership.
• Must have excellent attendance.
• Ability to work well in a team environment

 

Education and Experience Requirements

• Proficient with MS Suite (Word, Excel, PowerPoint, and Outlook), CRM experience a plus.
• High school diploma or equivalent required; AA preferred.
• One (1) – Two (2) years of hands-on mechanical experience preferred.
• Previous call center experience preferred.

 

 

Job Specific Competencies

• Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently with a sense of urgency, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
• Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
• Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
• Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.

 

Working Conditions

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require:

 

 

• Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items - The employee is occasionally required to stand, walk, sit, and reach with hands and arms; and stoop, kneel, crouch, or crawl. Requires the ability to move around and maneuver products when necessary. Occasionally lifts and carries items weighing up to 15 pounds
• Walking and Standing - Requires moving around
• Requires corrected vision and hearing to normal range
• Requires working under stressful conditions or working irregular hours

 

Work Environment

Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions: work performed in an office environment. Involves frequent interaction with internal and external customers. 

 

Position Status

Level:                    Staff    

FLSA:                    Non-Exempt

Supervises:           N/A

 

 

 

This job description reflects management’s assignment of essential functions. It is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the employee might differ from those outlined in the above job description and, other duties as assigned, might be part of the role. It does not restrict the tasks that may be assigned nor is it considered a contract of employment overriding at-will employment.

 

 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

 

Core Health& Fitness is an equal opportunity employer that does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, gender expression, creed, disabled veteran status, marital status, or Vietnam-era veteran status. If you are a person with a disability and you need assistance in applying for a position with Core Health & Fitness, please contact our Human Resources department at hr@corehandf.com and direct assistance will be provided.