Customer Support Representative

REP designs world-class, innovative gym equipment sold around the world and is expanding into apparel, supplements, athletes, and events. Established in 2012 by two brothers passionate about fitness, REP has grown from a small garage operation to over 300,000+ square feet of office and distribution space in the USA and internationally. With a team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. We specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities, recognized for innovation, customer service, and value. Our culture is centered around fitness, with team workouts, fitness challenges, and visits from fitness superstars. We foster a fun, collaborative environment where like-minded individuals fuel creative energy.

This role is based in our state-of-the-art headquarters with a bright, spacious workspace, scenic views of the Rocky Mountains, and a kitchen stocked with healthy snacks, protein powder, and coffee. We offer a hybrid work environment with a minimum of three days in the office, with flexibility in scheduling.

About the Role

We're looking for a Customer Service Representative to join our support team at REP Fitness. You’ll be the frontline ambassador for our brand, providing exceptional service to customers through phone, chat, and email. You’ll handle product questions, troubleshoot issues, and ensure a positive, seamless customer experience. This role requires versatility, adaptability, and a shared passion for fitness.

Your first 4–5 weeks of employment will follow a Monday–Friday 9am-5pm training schedule. After training, shifts may include either Monday-Friday 9am-5pm or Tuesday-Friday 9am-5pm, Saturday 8am-4pm, depending on business needs.

Responsibilities

• Deliver world-class customer service through email, chat, and phone with empathy, efficiency, and professionalism.
• Respond promptly to customer inquiries and issues, taking initiative to investigate and resolve problems with a solutions-oriented mindset.
• Take ownership of customer interactions, ensuring timely follow-up and clear communication throughout the customer journey.
• Maintain accurate records of customer interactions using internal tools and systems.
• Communicate clearly and effectively—both verbally and in writing—with customers and internal teams to resolve customer needs.
• Adapt to evolving policies, products, and processes with a flexible and positive attitude.
• Proactively seek learning opportunities, feedback, and training to continuously improve skills.
• Contribute to a customer-centric culture by identifying trends, escalating recurring issues, and suggesting improvements.
• Demonstrate curiosity, initiative, and a desire to go above and beyond for customers.

Requirements

• A customer-first mindset with excellent written and verbal communication skills—clear, professional, and empathetic in every interaction.
• Experience managing conversations across email, chat, and phone while staying organized in a fast-paced environment.
• Familiarity with customer service tools (e.g., Kustomer, Zendesk, or Salesforce) and comfort navigating systems like Shopify or NetSuite.
• Confidence in handling order issues, billing questions, returns/exchanges, and shipping concerns with accuracy.
• Strong attention to detail, including clear documentation, accurate spelling and grammar, and organized case tracking.
• Ability to stay calm under pressure and think critically to solve problems—even without a script.
• A collaborative approach and willingness to work cross-functionally to support customers and share insights.
• A growth mindset—curiosity, initiative, and a desire to learn.
• Proficiency in MS Office and ability to learn new systems.

Qualifications

• Associate’s degree, completion of a technical program, or equivalent relevant experience.
• 1 year of experience in a customer service or support role.
• Experience with tools like Shopify, NetSuite, Kustomer, or Aircall (preferred).
• Background in e-commerce, retail, logistics, or another customer-facing environment (preferred).

Skills

• Action Oriented: Taking on new opportunities and challenges with urgency and enthusiasm.
• Resourcefulness: Securing and deploying resources effectively.
• Collaborates: Building partnerships and working collaboratively to meet shared objectives.
• Self-Development: Actively seeking growth and challenges through formal and informal channels.
• Communicates Effectively: Developing multi-mode communications tailored to different audiences.
• Customer Focus: Building strong relationships and delivering customer-centric solutions.
• Situational Adaptability: Adapting to different situations to find solutions.
• Instills Trust: Gaining confidence through honesty, integrity, and authenticity.

Benefits

• Compensation: Base range of $21.00 - $22.00 per hour ($43,680.00 - $45,760.00 annual) with potential company bonus.
• Day One Benefits: Medical, dental, and vision (competitive packages available).
• Health Savings Account (HSA) with employer contributions.
• Flexible Spending Account (FSA) options.
• LTD/STD, life, and AD&D insurance (100% premiums covered by REP).
• 401k and Roth options with employer match up to 4%.
• Employee Assistance Program (EAP).
• Recharge Yourself: 3 weeks of PTO accrued in the first year, 48 hours of sick leave annually, 7 paid company holidays plus a floating holiday, paid parental leave after 6 months, and a paid birthday day off.
• Pump-up Perks: Unique bonus structure for individual and company-wide performance, full access to employee gym, employee discount on REP equipment and apparel, daily snacks and drinks, "fitness" casual attire, company and team-building events, and professional growth opportunities.

Schedule

Hybrid work environment with a minimum of three days in the office. Training schedule: Monday–Friday 9am-5pm for the first 4–5 weeks. After training, shifts may include:

• Monday-Friday 9am-5pm, or
• Tuesday-Friday 9am-5pm, Saturday 8am-4pm.

Physical Requirements

The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Constantly required to sit, use hands to operate a telephone, type, and use a computer and mouse.
• Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions.
• Frequently required to talk, hear, and bend/twist the neck.
• May occasionally lift and/or move up to 25 pounds; rarely lift and/or move up to 100 pounds with assistance.
• Specific vision abilities required include close and distance vision.