Call Center/ Customer Support Associate

About the role

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. 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.

Responsibilities

• Respond to customer contacts via inbound ACD calls and system/internal emails; place outbound calls as required.
• Maintain contact with National Commercial and Consumer accounts via phone, email, fax, and business correspondence.
• Explain and administer 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 assist 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.
• Assist customers with part orders and other requests using ORACLE and other software; 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 customers 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.
• Provide general technical assistance to internal and external customers using both oral and written communication skills.
• Use Operations Manual to diagnose the problem and walk the customer through the solution, if possible.
• Enter service requests to dispatch a technician when needed to fix equipment.
• Demonstrate the ability to use and read schematics to solve technical problems.
• 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.

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 a fast-paced environment with a high volume of contacts on a consistent basis.
• Ability to multi-task successfully.
• Ability 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; Bachelor’s degree preferred.

Pay

The salary range for this position, intended for U.S. applicants, is $43,200 – $61,200 annually. This role is categorized as non-exempt and eligible for overtime in accordance with applicable law. The actual salary will vary based on applicant’s education, experience, skills, and abilities. The salary range reflected is based on a primary work location of Rosemont, IL and the actual salary may vary for applicants in a different geographic location.

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 and legal services.
• Adoption assistance and tuition assistance.
• Commuter benefits and employee discounts.
• Employee assistance program that includes free counseling sessions.
• Access to on-site fitness center featuring Life Fitness and Hammer Strength equipment.