Customer Experience Lead

Core-Health-; Vancouver (WA); On-site; USD 90,000 - 110,000; Full time

Job summary

Core Health & Fitness is seeking a Customer Experience Lead in Washington to oversee all aspects of the sales, support and service relationship from pre-install to post-install, ensuring prompt customer care and technical assistance.

You will train in-house technicians, dealers and service providers, manage escalated account issues, document service matters, and report on performance metrics and trends to improve the customer journey.

Qualifications

• Experience managing product support processes within a support organization.
• CRM experience to manage performance and track service levels.
• Experience with in-field repair procedures for electro/mechanical equipment.
• Strong organizational, leadership, communication, problem solving, and analytical skills.

Responsibilities

• Manage all aspects of the sales/support/service relationship from prior to installation through post-install and provide prompt and effective customer and technical assistance for all customers.
• Escalate and manage major account issues related to installations and service journeys.
• Train in-house technicians, dealers, service providers, and installers with refresher and updated training.
• Distribute and review service bulletins to customer accounts and service teams.
• Document service-related matters and follow through to completion; report trends and issues to quality.
• Travel as necessary to provide in-person assistance and set service plans for escalated accounts.
• Develop, manage, and report against performance metrics focused on key operating criteria.
• Ensure service levels are achieved and report on case turnaround and potential escalations.

Skills

Customer service

Leadership

Problem solving

Communication

Training

CRM knowledge

Troubleshooting

Analytical skills

Education

Bachelor's degree

Tools

CRM systems

Job description

At Core Health & Fitness, our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like StairMaster, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, Gym Rax and we’re still growing. We press into the future of fitness to ensure the creation of quality products and programming that meet the needs of an ever-evolving industry.At Core we are committed to building an energetic, diverse, and inclusive workspace. We value our differences and see community strength in diversity and representation. We’re always on the lookout for innovators, dreamers and doers who are passionate about fitness and wellbeing. We explore all opportunities to improve ourselves, our business partners, and our communities. If you’re looking for a fulfilling career in helping people, find the best version of themselves, you’ve come to the right place.We are looking for a Customer Experience Lead to join our growing organization!General Position SummaryThe Customer Experience Lead will manage all aspects of the sales/support/service relationship from prior to installation through post-install and will provide prompt and effective customer and technical assistance for all customers of the company.Essential Functions / Major ResponsibilitiesEnsure the highest level of customer service to all accounts within an assigned territory; evolve as necessary to optimize customer experience, provide superior service to all accounts, and support overall company objectives.Manage all escalated account issues proactively, including major account issues related to an install and service management related to the overall customer journey.Ensure training is current for all In-House Technicians, Dealers, Service Providers, and installers including refresher and updated training.Ensure current service bulletins are distributed to Customer Accounts assigned, and those who service them, including in-house technicians and third-party service providers and installers.Work closely with the sales and major account representatives with their respective accountsEnsure that all service-related matters are documented and followed through until completionReport any consistent issues in relation to product quality to the quality departmentProvide feedback with regard to the level of service provided by our dealers, service providers and installers to our customersTravel when necessary to provide in person assistance and set service plans for escalated accountsDevelop, manage, and report against performance metrics focused on measurement of key operating performance criteria.Ensure service levels are achieved.Report on case turnaround and identify areas of potential escalation.Report on inquiry trends to identify potential product issues.Specific Job RequirementsExperience managing product support processes within a support organization.Proven track record building and developing technical support relationships in a high growth company with external and internal customers.Strong organizational, leadership, communication, problem solving, and analytical skillsProven team leader with successful track record of resolving problems quicklyCapable of gathering, interpreting, and meeting customer requirementsAbility to author and understand technical documentationEffective presenter and trainer of technical informationSense of urgency and ownershipStrong technical skills requiredJob Specific CompetenciesCustomer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.Problem Solving/Analysis - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.Education and Experience RequirementsMinimum of a bachelor’s degree or equivalent experience working in a support environment versed in multi-facets of a support organizationExperience and knowledge of CRM and it's use to manage performance and track service levels and follow up compliancePrior customer interface experienceExperienced with in-field repair procedures for electro/mechanical equipment to include standard troubleshooting and diagnostic methodsWorking ConditionsThe physical and environmental demands 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. Work may require:Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items - The employee is occasionally required to stand, walk, sit, and reach with hands and arms; and stoop, kneel, crouch, or crawl. Requires the ability to move around and maneuver products when necessary. Occasionally lifts and carries items weighing up to 50 poundsWalking and Standing - Requires moving aroundRequires corrected vision and hearing to normal rangeRequires working under stressful conditions or working irregular hoursWork EnvironmentWork environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions: work performed in an office environment. Involves frequent interaction with internal and external customers.Position StatusLevel: LeadFLSA: Non-ExemptSupervises: NoneThis job description reflects management’s assignment of essential functions. It is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the employee might differ from those outlined in the above job description and, other duties as assigned, might be part of the role. It does not restrict the tasks that may be assigned nor is it considered a contract of employment overriding at-will employment.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.Core Health& Fitness is an equal opportunity employer that does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, gender expression, creed, disabled veteran status, marital status, or Vietnam-era veteran status. If you are a person with a disability and you need assistance in applying for a position with Core Health & Fitness, please contact our Human Resources department at [e-mail] and direct assistance will be provided.