Who Is FitLab:

FitLab Inc. powers the modern fitness journey by seamlessly integrating fitness studios, mass-participation events, and premium equipment. FitLab’s fully integrated platform solves the siloed nature of fitness and leverages the power of iconic athletes and truly connected experiences to keep you training – wherever, whenever and however you desire. Through proprietary development, partnerships, and a series of acquisitions, FitLab has established a portfolio of brands that includes Assault Fitness, Electric, RPM, XPT, Sanctuary Fitness, Racked, Ragnar, Fitplan, McGregor FAST, and Yoga Vida, with more on the way. FitLab Inc. is based in San Clemente, CA, with offices Newport Beach, CA, and Salt Lake City, UT.

Job Summary:

The Customer Service Representative is a key role within FitLab as you are the face of the company and an essential player in its long-term success. In this role, you will work one-on-one with customers via email, phone, and/or social media platforms to create a more personalized dialogue with our customers addressing their questions and/or concerns. Your primary goal during these conversations is to enhance the customer experiences by addressing customer queries, acting as technical support, being an escalation point for other customer issues, advocating on behalf of the customer, and/or identifying ways to enhance and improve their overall experience. 

To ensure success as a Customer Service Representative, you must possess excellent communication skills and maintain the core values of the organization. You are genuinely excited to help customers. You’re patient, empathetic, and passionately communicative. You love to talk, and problem solve. 

Responsibilities:

-Customer Focused:

• Create exceptional brand experiences for a customer across all touchpoints.
• Serve as a subject matter expert on all FitLab products, services, and policies, and provide guidance and support to the customer.
• Recognize the unique needs and expectations of our customers and create touchpoints tailored to the individual needs; able to adapt/respond to different types of personalities.
• Respond to customer queries and/or defuse customer situations in a timely and effective manner, via phone, email, social media, or chat applications; follow up to ensure resolution.
• Keep informed and up to date on all Company products and events.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

-Foster a Positive Work Environment:

• Build positive, sustainable relationships and trust with team members across the company through open and interactive communication.
• Be prepared to wear multiple hats while owning all customer service platforms.
• Able to effectively collaborate on projects with team members across company (i.e. Marketing, Operations, Sales, and Finance) as well as with external partners/vendors. 
• Work in compliance with Company policies and procedures.

-Technology and Reporting:

• Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Demonstrate expertise in all technologies used within the department.
• Must be Proficient in Microsoft Office Suite.
• Track and Report Customer Service standards against goals.
• Track customer experiences across online and offline channels, devices, and touchpoints.
• Meet established KPI and CSAT requirements

-Consistently works hours required; Work more when required to meet deadlines including weekends, holidays, overnight, evenings, overtime, etc.

- This is a hybrid position. The hired candidate will be required to work onsite a minimum of 2-3 days per week.

-Other duties/projects as assigned.

• Foster, support, and value diversity, equality, and inclusion in the workplace. 
• 1-2 years of experience in a customer facing services role that includes problem resolution and escalation management. 
• Solid knowledge of online customer engagement platforms and channels.
• Proficient in Microsoft Excel and other Microsoft Office Suite software.
• Ability to effectively collaborate and interface with other departments, customers, and vendor representatives to identify and resolve customer issues, and provide feedback.
• Superb organizational skills with high attention to detail, efficiency, and accuracy.  
• Excellent interpersonal and communication skills- both written and verbal.
• Critical thinking skills.
• Positive Attitude. 
• Self-starter with the ability to prioritize projects, work within short time frames and meet deadlines. 
• Work effectively independently and as a member of a team. 

Physical demands and work environment:

The physical demands and work environment characteristics 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.  

• Prolonged periods sitting at a desk and working on a computer.
• Follow established departmental policies, procedures, and safety protocols.