Chat and Email Agent

Amynta Group; Logan (UT); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

HSA

FSA

Dental insurance

Vision insurance

Life insurance

401(k) with company match

PTO

Job summary

Amynta Group is seeking a UTS Chat and Email Associate to join the team in Cache Valley, Utah. The role focuses on assisting customers with troubleshooting and servicing covered products via chat, email, and phone, ensuring first-contact resolutions and high-quality support.

The ideal candidate has a High School diploma or GED, 6 months of call center or sales experience, strong communication, and solid technical skills. A Salesforce background is a plus in a fast-paced environment.

Qualifications

• Minimum of a High School diploma or GED.
• Minimum of 6 months experience with Inbound or Outbound sales and/or call center experience.
• Proficient computer and technical skills.
• Preferred experience and knowledge of Salesforce.
• Strong written and verbal communication skills.
• Excellent Attendance and Performance References.
• Knowledge of ICON's products preferred.
• Flexible schedule.
• Full time employment 5 days per week.

Responsibilities

• Provide in depth technical and customer support via chat, email, and telephone.
• Listen attentively to the customer needs and concerns; provide a clear resolution.
• Meet customer expectations to provide first contact resolution.
• Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions.
• Prepare accurate and completed work; ensure updates and discussions are saved to customer profiles.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Skills

Inbound/Outbound sales

Customer service

Communication skills

Technical aptitude

Education

High School diploma or GED

Tools

Salesforce

Job description

Job Overview

We're thrilled that you are interested in joining us here at the Amynta Group! At ICON Health and Fitness we are passionate about empowering people to change their lives and achieve healthy, sustainable results. We strive to continuously push the limits to bring our customers cutting-edge products that will help them in every aspect of their lives. We are currently seeking a motivated individual to join our team as a UTS Chat and Email Associate. As a UTS Chat and Email Associate with ICON Health and Fitness you will be responsible for identifying and servicing the needs of customers who have purchased a Universal Technical Services extended service plan. UTS Associates answer incoming chats and emails from customers who need assistance troubleshooting and servicing a covered product. This position requires critical and technical thinking to best assist our customers.

• Work Full Time in the office to provide a positive customer experience by handling a high maximum incoming chat and email volume.
• Provide in depth technical and customer support via chat, email, and telephone
• Listen attentively to the customer needs and concerns; provide a clear resolution
• Meet customer expectations to provide first contact resolution
• Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions
• Confirm customer understanding of proposed resolutions, order of operations, and customer education
• Prepare accurate and completed work; ensure updates and discussions are saved to customer profiles
• Communicate effectively with individuals/teams within the program to ensure high quality and timely expedition of customer claims
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Ability to read user manuals and customer support profiles to effectively understand a customer's need
• Solve problems that are sometimes unusual and may require reliance on conceptual thinking
• Review orders and make appropriate corrections.
• Review, evaluate and report to management for special assignments
• Participate in training for Software, Mechanical, and Electrical issues.
• Have a working knowledge of web based computer systems.
• Other duties as assigned

Desired Qualifications, Education, and/or Experience

• Minimum of a High School diploma or GED
• Minimum of 6 months experience with Inbound or Outbound sales and/or call center experience
• Proficient computer and technical skills
• Preferred experience and knowledge of Salesforce
• Strong written and verbal communication skills
• Excellent Attendance and Performance References
• Knowledge of ICON's products preferred
• Flexible schedule
• Full time employment 5 days per week

Compensation & Benefits

Working in beautiful Cache Valley with access to an exceptional outdoor lifestyle, a university campus nearby, and the chance to test the fitness products we create. Highly competitive compensation.

• Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
• 401(k) with company match.
• A PTO policy that ensures you can find a happy work-to-life balance.
• Collaborative workspace and environment.

Not all perks apply to all positions and/or locations

Disclaimer

Your employment at ICON is "at-will". You and the company each have the right to terminate the employment relationship at any time for any cause or for no cause at The Amynta Group (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process. About Us Amynta Group is a premier insurance services company with more than $3.5 billion in managed premium and 2,000 associates across North America, Europe, and Australia. An independent, customer-centered and underwriting-focused company, Amynta serves leading carriers, wholesalers, retail agencies, auto dealers, OEMs, and consumer product retailers with innovative insurance and warranty protection solutions. Amynta operates through three segments: Managing General Agencies; Warranty, including automotive, consumer and specialty equipment; and Specialty Risk Services. For more information, visit amyntagroup.com. This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. https://cigna.com/legal/compliance/machine-readable-files