Key Account Service Expeditor
Position Overview:
The person in this position follows up on service provider dispatches to meet the service expectations and handle inquiries and special projects/assignments at the direction of the Sr. Director of Customer Care. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer and/or service provider issues. Takes ownership of customer and/or service provider issues and provides complete end to end issue resolution by utilizing resources available.
Responsibilities:
Provide outstanding service to Key Accounts:
- Follow up on open service dispatches for key accounts
- Assist Service Support with ISP situations or issues that arise
- Assist with setting up key account install follow up services visits
- Assist with any key account claims processing and console returns
- Investigate situations where Tech did not do the work assigned and resolve situation
- Work with service providers to get them set up in Online Remedy processing work orders and claims through database.
- Ability to guide ISPs through work order, claim, and parts order process on database
- Continuously analyzes KPIs (e.g., TTR, FTFR) related to service dispatches
- Work with Supervisor of Service Labor to identify poor performing techs and work to improve their performance and/or find alternative service providers in those areas
Work Practices and desirable traits:
- All paperwork and database entries filled out completely and accurately
- Able to prioritize tasks
- Detail orientated
- Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation
- Keep your work environment 5S
- Be on time for your scheduled workday
Technical Training:
- Learn the basics of equipment troubleshooting to further assist ISPs on the phone
Marginal Job Functions:
- Other projects as needed
Qualifications:
Education:
- High school diploma or equivalent
Experience:
- Prefer two years of previous experience working in a call center, customer service or in the fitness industry.
- Good working knowledge and experience with Microsoft Office Suite
- Knowledge of Microsoft CRM
- Customer Service & Interpersonal skills
- Excellent follow up and sense of urgency
- Excellent communication skills, both oral and written
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
- Health & Dental Insurance
- Company paid Life Insurance
- 401(k)
- Paid Time Off benefits
- Free access to our state-of-the-art onsite workout facility
- Product discounts
- Wellness programs
EOE/M/W/Vet/Disability
PI112309032