Customer Experience Lead (61280)

About the role

Core Health & Fitness brings innovative health and fitness solutions to the global market with brands like StairMaster, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, and Gym Rax. We are committed to building an energetic, diverse, and inclusive workspace and value differences as a source of community strength. We seek innovators, dreamers, and doers passionate about fitness and wellbeing to help people find the best version of themselves.

Responsibilities

• Manage all aspects of the sales/support/service relationship from pre-install through post-install.
• Provide prompt and effective customer and technical assistance for all company customers.
• Ensure the highest level of customer service to all accounts within an assigned territory and evolve as necessary to optimize customer experience.
• Manage all escalated account issues proactively, including major account issues related to installation and service management across the customer journey.
• Maintain current training for in-house technicians, dealers, service providers, and installers, including refresher and updated training.
• Distribute current service bulletins to assigned customer accounts and those who service them, including in-house technicians and third-party service providers.
• Work closely with sales and major account representatives on respective accounts.
• Document and follow through on all service-related matters until completion.
• Report consistent issues related to product quality to the quality department.
• Provide feedback on the level of service provided by dealers, service providers, and installers to customers.
• Travel when necessary to provide in-person assistance and set service plans for escalated accounts.
• Develop, manage, and report against performance metrics focused on key operating performance criteria.
• Ensure service levels are achieved and report on case turnaround and inquiry trends to identify potential product issues.

Qualifications

• Minimum of a bachelor’s degree or equivalent experience working in a support environment.
• Experience managing product support processes within a support organization.
• Proven track record building and developing technical support relationships in a high-growth company with external and internal customers.
• Experience and knowledge of CRM and its use to manage performance, track service levels, and follow-up compliance.
• Prior customer interface experience.
• Experience with in-field repair procedures for electro/mechanical equipment, including standard troubleshooting and diagnostic methods.

Skills

• Customer Service: Handles customer questions and complaints, communicates with customers, resolves service problems politely and efficiently, maintains a pleasant and professional image.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, stays focused under pressure, meets attendance and punctuality requirements.
• Problem Solving/Analysis: Breaks down problems into smaller components, understands underlying issues, simplifies complex issues, distinguishes critical details from unimportant facts.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
• Quality: Attentive to detail and accuracy, committed to excellence, continuously looks for improvements, monitors quality levels, finds root causes of quality problems, owns and acts on quality issues.
• Strong organizational, leadership, communication, problem-solving, and analytical skills.
• Proven team leader with a successful track record of resolving problems quickly.
• Capable of gathering, interpreting, and meeting customer requirements.
• Ability to author and understand technical documentation.
• Effective presenter and trainer of technical information.
• Sense of urgency and ownership.
• Strong technical skills required.

Working Conditions

• Work may require bending, stooping, reaching, twisting, lifting, pushing, pulling, and moving items.
• Occasionally lifts and carries items weighing up to 50 pounds.
• Requires corrected vision and hearing to normal range.
• Requires working under stressful conditions or irregular hours.

Work Environment

Work is performed in an office environment with frequent interaction with internal and external customers.