Apply on Employer Site

FitLab · 1 day ago

Customer Service Representative

United States

Full-time

Remote

Entry Level

1+ years exp

FitLab is a performance lifestyle company that inspires movement and builds community through its products and events. They are seeking a Customer Service Representative to enhance customer experience by addressing customer queries and concerns across various platforms.

Digital MediaFitnessOutdoorsRetail TechnologySports

Responsibilities

Create exceptional brand experiences for a customer across all touchpoints

Serve as a subject matter expert on all FitLab products, services, and policies, and provide guidance and support to the customer

Recognize the unique needs and expectations of our customers and create touchpoints tailored to the individual needs; able to adapt/respond to different types of personalities

Respond to customer queries and/or defuse customer situations in a timely and effective manner, via phone, email, social media, or chat applications; follow up to ensure resolution

Keep informed and up to date on all Company products and events

Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers

Build positive, sustainable relationships and trust with team members across the company through open and interactive communication

Be prepared to wear multiple hats while owning all customer service platforms

Able to effectively collaborate on projects with team members across company (i.e. Marketing, Operations, Sales, and Finance) as well as with external partners/vendors

Work in compliance with Company policies and procedures

Conducting tests and inspections of products, services, or processes to evaluate quality or performance

Demonstrate expertise in all technologies used within the department

Must be Proficient in Microsoft Office and Google Suite

Track and Report on Customer Service standards against goals

Track customer experiences across online and offline channels, devices, and touchpoints

Meet established KPI and CSAT requirements

Consistently work hours required; Work more when required to meet deadlines including weekends, holidays, overnight, evenings, overtime, etc

Other duties/projects as assigned

Qualification

Customer ServiceProblem ResolutionCommunication SkillsGoogle SuiteMicrosoft OfficeInterpersonal SkillsCritical ThinkingOrganizational Skills

Required

Foster, support, and value diversity, equality, and inclusion in the workplace

1-2 years of experience in a customer-facing services role that includes problem resolution and escalation management

Solid knowledge of online customer engagement platforms and channels

Proficient in Google Suite, Microsoft Excel and other Microsoft Office Suite software

Ability to effectively collaborate and interface with other departments, customers, and vendor representatives to identify and resolve customer issues, and provide feedback

Superb organizational skills with high attention to detail, efficiency, and accuracy

Excellent interpersonal and communication skills-both written and verbal

Critical thinking skills and a positive attitude

Self-starter with the ability to prioritize projects, work within short time frames and meet deadlines

Work effectively independently and as a member of a team