Customer Success Representative

July 9

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Fitbod

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The better fitness solution that utilizes data science to help you and your body get better with every workout.

Fitness • Workout Planner • Strength Training • Personal Fitness • Gym Training

11 - 50

Description

• Respond to Customer Inquiries: Efficiently handle customer inquiries via phone, email, and/or messaging, providing prompt, accurate, and thorough responses. Work to resolve any customer concerns and ensure satisfaction with the aim of retaining customers and reducing churn rates. • Troubleshoot Problems: Identify, research, and resolve customer issues using available resources and tools. Escalate unresolved issues to the appropriate internal teams as necessary. • Product Knowledge: Maintain a deep understanding of the company’s products, services, and troubleshooting processes to provide effective support and guidance to customers. • Record Keeping: Document all customer interactions, transactions, comments, and complaints in the CRM (Customer Relationship Management) system for future reference and to track the resolution process. • Feedback Collection: Collect and report customer feedback and perception of product/service to the team to improve the overall customer experience. Identify recurring themes such as bugs or feature requests, and communicate these patterns directly to the team. • Policy Adherence: Ensure compliance with company policies and procedures during customer interactions to maintain the standards of service. • Training and Development: Participate in training sessions to update knowledge of product features and enhancements, as well as improving overall customer service skills. • Performance Metrics: Meet personal/team qualitative and quantitative targets as set by customer support management.

Requirements

• Associates degree or higher • Minimum of 3 years in customer support, preferably in tech and health/fitness industries • A genuine interest and passion for health, wellness, and fitness • Demonstrated ability to go above and beyond for customers, ensuring every interaction is a positive experience • Excellent communication skills, both written and verbal, with the ability to clearly convey information and handle sensitive issues diplomatically • Strong attention to detail with a deep understanding of product or service functionality to effectively address customer queries • Good understanding of technical terminology relevant to the product or service offered • Ability to quickly identify problems, propose solutions, and escalate issues appropriately • Experience working collaboratively in a team environment to share information and solve customer issues • Proficiency with CRM software, Jira, and office software

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service