Customer Support Representative
REP Fitness
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Benefits offered by this job
Job summary
REP Fitness is seeking a Customer Service Representative in Westminster, CO to be the frontline brand ambassador, assisting customers by phone, chat, and email and resolving product questions and order issues. This hybrid role starts with core training and includes varied shifts to align with business needs.
The ideal candidate has 1 year of customer service experience, familiarity with Shopify, NetSuite, Kustomer, or Aircall, and strong written and verbal communication skills.
Qualifications
- 1 year experience in a customer service or customer support role.
- Experience with tools like Shopify, NetSuite, Kustomer, or Aircall (preferred).
- Background in e-commerce, retail, logistics or similar customer-facing environment (preferred).
- Strong written and verbal communication, organized and responsive.
Responsibilities
- Deliver customer service through email, chat and phone with empathy, efficiency, and professionalism.
- Respond promptly to inquiries, investigate issues, and resolve problems with a solutions-oriented mindset.
- Own customer interactions with timely follow-up and clear communication throughout the journey.
- Maintain accurate records of interactions using internal tools and systems.
- Collaborate cross-functionally to resolve customer needs and improve the experience.
Skills
Education
Tools
Job description
REP designs world‑class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart.
REP designs world‑class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart.
We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment.
At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like‑minded individuals fuels creative energy and fosters a fun and collaborative work environment. This role is based in our state‑of‑the‑art headquarters with a bright, spacious, shared workspace; scenic views of the Rocky Mountains; and a kitchen always stocked with healthy snacks, protein powder, and coffee.
- Think Like a Customer - We empathize with our customers; understand the 'why' behind every decision we make
- Progress not Perfection - We don't let perfect get in the way of good; we are better today than we were yesterday
- Positive Attitude - Be a glass half-full kind of person and remember to have fun
- Teamwork without Ego - We put the team above ourselves; we only win together
- Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it
We're looking for a Customer Service Representative to join our support team at REP Fitness. You’ll be the frontline ambassador for our brand, providing exceptional service to our customers through phone, chat, and email. You’ll be responsible for fielding a broad range of product questions, troubleshooting issues, and ensuring that our customers have a positive, seamless experience. In this role you’re a utility player, embodying your versatility, adaptability, & shared passion for fitness while helping our customers throughout their home gym journey.
- Your first 4–5 weeks of employment will follow a Monday–Friday 9am-5pm training schedule. Following this period, there will be two shift needs; Monday-Friday 9am-5pm or Tuesday-Friday 9am-5pm, Saturday 8am-4pm depending on business needs
include the following. Other duties may be assigned.
- Deliver world-class customer service primarily through email, chat, and phone, with empathy, efficiency, and professionalism.
- Respond promptly to customer inquiries and issues, taking initiative to investigate and resolve problems with a solutions-oriented mindset.
- Take ownership of customer interactions, ensuring timely follow-up and clear, thoughtful communication throughout the customer journey.
- Maintain accurate and detailed records of customer interactions using internal tools and systems.
- Communicate clearly and effectively—both verbally and in writing—with customers and internal teams to ensure seamless resolution of customer needs.
- Embrace ambiguity and adapt to evolving policies, products, and processes with a flexible and positive attitude.
- Proactively seek out learning opportunities, feedback, and training to continuously grow and improve skills.
- Contribute to a customer-centric culture by identifying trends, escalating recurring issues, and suggesting improvements to enhance the customer experience.
- Demonstrate curiosity, initiative, and a desire to go above and beyond in creating meaningful experiences for customers.
We’re looking for someone who’s passionate about supporting customers and brings a strong mix of hands‑on skills, curiosity, and collaboration.
To thrive in this role, you’ll bring:
- A customer-first mindset with excellent written and verbal communication skills—you’re clear, professional, and empathetic in every interaction.
- Experience managing conversations across email, chat, and phone, while staying organized and responsive in a fast-paced environment.
- Familiarity with customer service tools (like Kustomer, Zendesk, or Salesforce), and comfort navigating between multiple systems, such as Shopify or NetSuite.
- Confidence in handling order issues, billing questions, returns/exchanges, and shipping concerns with accuracy and professionalism.
- Strong attention to detail, including clear documentation, accurate spelling and grammar, and organized case tracking.
- Ability to stay calm under pressure and think critically to solve problems—even when there’s no script.
- A collaborative approach and willingness to work cross-functionally to support customers and share insights.
- A growth mindset—you’re curious, take initiative, and always looking to learn something new.
- MS Office proficiency and the ability to learn new systems.
- Associate’s degree, completion of a technical program, or equivalent relevant experience.
- 1 year experience in a customer service or customer support role.
- Experience with tools like Shopify, NetSuite, Kustomer, or Aircall (preferred).
- Background in e-commerce, retail, logistics, or another customer‑facing environment (preferred).
- Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
- Resourcefulness - Securing and deploying resources effectively and efficiently.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Situational Adaptability - Knowing that every situation is and can be very different and knowing how to adapt to find a solution.
- Instills Trust - Gaining confidence and trust of others through honesty, integrity, and authenticity.
Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment.
$21.00 - $22.00 per hour ($43,680.00 - $45,760.00 annual) with potential company bonus
- Medical, Dental, Vision (Competitive Benefits Packages Available)
- Health Savings Account (HSA) with employer contributions
- Flexible Spending Account (FSA) options
- LTD/STD, Life and AD&D (100% premiums covered by REP)
- 401k and Roth options with employer match up to 4%
- Employee Assistance Program (EAP)
- 3 weeks of PTO accrued during your first year
- 48 hours of sick leave annually
- 7 paid company holidays with an additional floating holiday
- Paid Parental leave after 6 months of employment
- Birthday - Paid day off
- Unique bonus structure that rewards exceptional individual performance as well as company-wide performance
- Full access to employee gym
- Employee discount on REP equipment and apparel
- Daily snacks and drinks provided by REP (for onsite employees)
- 'Fitness' casual attire
- Company and team building events
- Professional growth and development within the organization
- LIFE-WORK balance
The physical 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. While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate the computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. The employee is
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