Who Is FitLab:

FitLab is a performance lifestyle company that inspires movement and builds community through the most beloved products, studios, events, and athletes on the planet. As we enter an exciting phase of growth, FitLab’s Customer Service team is looking for a Customer Service Representative to enhance customer experience.  

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 about helping customers. You’re patient, empathetic, and passionately communicative. You love to talk and solve problems.

o  Customer Focused:

o Create exceptional brand experiences for a customer across all touchpoints

o Serve as a subject matter expert on all FitLab products, services, and policies, and provide guidance and support to the customer

o 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

o 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

o Keep informed and up to date on all Company products and events

o Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers

o  Foster a Positive Work Environment:

o Build positive, sustainable relationships and trust with team members across the company through open and interactive communication

o Be prepared to wear multiple hats while owning all customer service platforms

o 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

o Work in compliance with Company policies and procedures

o  Technology and Reporting:

o Conducting tests and inspections of products, services, or processes to evaluate quality or performance

o Demonstrate expertise in all technologies used within the department

o Must be Proficient in Microsoft Office and Google Suite

o Track and Report on Customer Service standards against goals

o Track customer experiences across online and offline channels, devices, and touchpoints.

o Meet established KPI and CSAT requirements

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

o Other duties/projects as assigned

Qualifications:

• 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 Google Suite, 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 and a 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

• Other duties as assigned

Physical Requirements: 

The physical demands and characteristics of the work environment described here are representative of what employees must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these essential functions.  

• Prolonged periods of sitting at a desk and  working on a computer.
• Must be able to lift up to 15 pounds at times. 

Note:

This job description in no way states or implies that these are the only duties and responsibilities to be performed by the employee(s) of this position. Duties and responsibilities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

$20-$24 per hour