Description
For over 40 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.
As a Customer Support Specialist at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!
Responsibilities:
- Respond to inbound calls and emails, from customers, dealers, and service partners in a professional and timely manner.
- Document all interactions and case details accurately in the customer service relationship management (CSRM) system.
- Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
- Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
- Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
- Perform or verify warranty registration when applicable.
- Provide basic troubleshooting support for both in-home and commercial fitness equipment (assembly, setup, display startup, connectivity, and basic error code resolution).
- Use schematics and troubleshooting manuals to help provide basic mechanical/electrical issue resolution.
- Escalate unresolved or complex technical issues to higher-level support or technical teams per established guidelines.
- Monitor service tickets to ensure timely follow-up and closure.
- Contribute positively to team culture and productivity goals.
Requirements
- 1 year of customer service experience required - Call center preferred
- Experience in consumer goods, manufacturing, logistics, or fitness industry
- Proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
- Ability to work independently, adapt quickly to change, and work within goal-oriented environment
- Ability to re-prioritize a task and adapt to change throughout the workday
Sponsorship Notice: This position is not eligible for employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without employer sponsorship.
Skills Required
- 1 year of customer service experience
- Call center experience
- Experience in consumer goods, manufacturing, logistics, or fitness industry
- Proficient with MS Office (Word, Excel, PowerPoint, Outlook)
- Ability to work independently, adapt quickly to change, and work within a goal-oriented environment
- Ability to reprioritize tasks and adapt to change throughout the workday
- Basic mechanical/electrical troubleshooting for in-home and commercial fitness equipment using schematics and manuals
What We Do
Founded in 1981, TRUE Fitness Technology, Inc. is a leading manufacturer of premium commercial exercise equipment in the United States. The company specializes in the design, engineering, and development of high-quality cardio and strength equipment for government, military, and high-end commercial workout facilities, committed to providing durable and reliable products supported by superior service.
