We are looking for a passionate Customer Support Representative to serve as the frontline advocate for our customers in the gym and fitness industry. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a genuine passion for helping others. As a Customer Support Representative, you will play a vital role in providing prompt assistance, resolving inquiries, and ensuring customer satisfaction.

Responsibilities:

• Serve as the first point of contact for customers, addressing inquiries, troubleshooting issues, and providing solutions via phone, email, chat, or other communication channels.
• Handle customer complaints with professionalism and empathy, striving to resolve issues promptly and effectively while maintaining a positive customer experience.
• Maintain accurate records of customer interactions, including details of inquiries, complaints, and resolutions, in the CRM system.
• Collaborate with other departments, such as sales, product development, and logistics, to escalate and resolve complex customer issues or inquiries.
• Educate customers on product features, usage, and troubleshooting techniques to enhance their overall experience and minimize future support needs.
• Stay informed about company products, services, policies, and procedures to provide accurate information and support to customers.
• Continuously seek opportunities to improve customer satisfaction and service quality, providing feedback and suggestions for process enhancements.
• Meet or exceed performance metrics, such as response time, resolution time, customer satisfaction scores, and adherence to service level agreements.

Qualifications:

• Proven experience in customer service or support roles, preferably in the fitness or wellness industry.
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Strong problem-solving abilities, with the capacity to think critically and provide effective solutions to customer issues.
• Empathetic and patient attitude, with the ability to handle difficult or irate customers with tact and diplomacy.
• Proficiency in using CRM software, ticketing systems, and other customer support tools.
• Ability to multitask and prioritize tasks effectively in a fast-paced, high-volume environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
• Education or training in customer service or related fields is a plus.
• Passion for health, fitness, and wellness is highly desirable.
• Understanding or experience using CRMs or tools such as Mindbody, GymMaster, Wodify, Virtuagym, Trainerize, Club OS, EZ Facility, PushPress, Gymdesk, etc.