customer relations High Wycombe, England
Job description
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 looking for a Customer Support Representative to join our growing organization!
General Position Summary
The Customer Support Representative is responsible for providing technical support to end Direct Customers, Authorized Service Providers and Dealers, ensuring optimum customer satisfaction and loyalty by providing world class Customer Service.
Essential Functions / Major Responsibilities
- Answer technical questions and troubleshooting service-related activities on fitness equipment for customers directly and indirectly through the support of Authorized Service Providers and Dealers
- Ensure Customer Satisfaction by owning, managing, and working through cases received through a dedicated CRM system
- Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to, First Time Resolutions, Time to Service, timely case management and closure and telephone response time.
- Coordinate parts shipments, verify warranty status, and create Field Service work orders
- Generate revenue by up-selling parts and service agreements.
- Assists in input to knowledge base (problem/solution) system
- Handle escalated and upset customer requests with a calm, attentive sense of urgency.
- Demonstrate high levels of organization and timeliness in all forms of internal and external responsiveness
- Learn, create, and manage Salesforce reporting and dashboards as needed.
- Help to manage open order reporting and issues from that report.
- Meets daily expectations and KPI’s set by management team.
Specific Job Requirements
- Excellent customer interaction skills
- Excellent ability to multitask
- Excellent ability to manage fluctuating workflow
- Good level technical isolation troubleshooting ability
- Proficient mechanical reasoning ability
Education and Experience Requirements
- Proficient with MS Office (Word, Excel, PowerPoint, and Outlook), Oracle and Sales Force experience preferrable
- Experience in a Customer service or support environment
