Customer Experience Lead (61280)

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, Gym Rax 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 Experience Lead to join our growing organization!

General Position Summary

The Customer Experience Lead will manage all aspects of the sales/support/service relationship from prior to installation through post-install and will provide prompt and effective customer and technical assistance for all customers of the company. 

Essential Functions / Major Responsibilities

• Ensure the highest level of customer service to all accounts within an assigned territory; evolve as necessary to optimize customer experience, provide superior service to all accounts, and support overall company objectives.
• Manage all escalated account issues proactively, including major account issues related to an install and service management related to the overall customer journey.
• Ensure training is current for all In-House Technicians, Dealers, Service Providers, and installers including refresher and updated training.
• Ensure current service bulletins are distributed to Customer Accounts assigned, and those who service them, including in-house technicians and third-party service providers and installers.
• Work closely with the sales and major account representatives with their respective accounts
• Ensure that all service-related matters are documented and followed through until completion
• Report any consistent issues in relation to product quality to the quality department
• Provide feedback with regard to the level of service provided by our dealers, service providers and installers to our 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 measurement of key operating performance criteria.
• Ensure service levels are achieved.
• Report on case turnaround and identify areas of potential escalation.
• Report on inquiry trends to identify potential product issues.

Specific Job Requirements

• 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.
• Strong organizational, leadership, communication, problem solving, and analytical skills
• Proven team leader with 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

Job Specific Competencies

• Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
• Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Problem Solving/Analysis - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
• Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

Education and Experience Requirements

• Minimum of a bachelor’s degree or equivalent experience working in a support environment versed in multi-facets of a support organization
• Experience and knowledge of CRM and it's use to manage performance and track service levels and follow up compliance
• Prior customer interface experience
• Experienced with in-field repair procedures for electro/mechanical equipment to include standard troubleshooting and diagnostic methods

Working Conditions

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require:

• Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items - The employee is occasionally required to stand, walk, sit, and reach with hands and arms; and stoop, kneel, crouch, or crawl. Requires the ability to move around and maneuver products when necessary. Occasionally lifts and carries items weighing up to 50 pounds
• Walking and Standing - Requires moving around
• Requires corrected vision and hearing to normal range
• Requires working under stressful conditions or working irregular hours

Work Environment

Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions: work performed in an office environment. Involves frequent interaction with internal and external customers. 

Position Status

Level:                    Lead

FLSA:                    Non-Exempt

Supervises:           None

This job description reflects management’s assignment of essential functions. It is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the employee might differ from those outlined in the above job description and, other duties as assigned, might be part of the role. It does not restrict the tasks that may be assigned nor is it considered a contract of employment overriding at-will employment.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Core Health& Fitness is an equal opportunity employer that does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, gender expression, creed, disabled veteran status, marital status, or Vietnam-era veteran status. If you are a person with a disability and you need assistance in applying for a position with Core Health & Fitness, please contact our Human Resources department at [email protected] and direct assistance will be provided.