Customer Support Specialist

True Fitness Technology; Hyattsville (MD); On-site; USD 38,000 - 52,000; Full time

Job summary

TRUE Fitness is seeking a Customer Support Specialist to assist customers via email and phone, addressing operational challenges and guiding them through solutions. You will work closely with logistics, sales, and technical teams to ensure fast, accurate resolutions and high customer satisfaction.

The role requires at least 1 year of customer service experience, ideally in call centers, and experience in consumer goods, manufacturing, logistics, or the fitness sector.

Qualifications

• 1 year of customer service experience required.
• Call center experience preferred.
• Experience in consumer goods, manufacturing, logistics, or fitness industry.
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook).
• Ability to work independently and adapt to change.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to inbound calls and emails from customers, dealers, and service partners in a professional and timely manner.
• Document all interactions and case details accurately in the CSRM system.
• Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
• Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
• Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
• Perform or verify warranty registration when applicable.
• Provide basic troubleshooting support for fitness equipment and basic error resolution.
• Escalate unresolved or complex issues to higher-level support per guidelines.
• Monitor service tickets to ensure timely follow-up and closure.
• Contribute positively to team culture and productivity goals.

Skills

Customer service

Communication

MS Office

Problem solving

Tools

CSRM system

Job description

Description

For over 45 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.

As a Customer Support Specialist at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!

Responsibilities:

• Respond to inbound calls and emails, from customers, dealers, and service partners in a professional and timely manner.
• Document all interactions and case details accurately in the customer service relationship management (CSRM) system.
• Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
• Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
• Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
• Perform or verify warranty registration when applicable.
• Provide basic troubleshooting support for both in-home and commercial fitness equipment (assembly, setup, display startup, connectivity, and basic error code resolution).
• Use schematics and troubleshooting manuals to help provide basic mechanical/electrical issue resolution.
• Escalate unresolved or complex technical issues to higher-level support or technical teams per established guidelines.
• Monitor service tickets to ensure timely follow-up and closure.
• Contribute positively to team culture and productivity goals.
• 1 year of customer service experience required - Call center preferred
• Experience in consumer goods, manufacturing, logistics, or fitness industry
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
• Ability to work independently, adapt quickly to change, and work within goal-oriented environment
• Ability to re-prioritize a task and adapt to change throughout the workday

Requirements

TRUE Fitness is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees and do not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Sponsorship Notice:

This position is not eligible for employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without employer sponsorship.