Customer Support Specialist — Fast, Tech-Savvy Help

True Fitness; Northern (KY); Hybrid; USD 35,000 - 52,000; Full time

Job summary

TRUE is seeking a Customer Support Specialist to partner with users via email and phone, delivering timely solutions to operational challenges. You will document interactions, collaborate with logistics, sales, and technical teams, and assist with non-warranty parts orders and basic troubleshooting.

A self-starter with excellent communication skills will thrive in a fast-paced, collaborative environment focused on resolving issues efficiently and maintaining high customer satisfaction.

Qualifications

• 1 year of customer service experience required.
• 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.

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.

Skills

Customer service

MS Office

Job description

TRUE is seeking a Customer Support Specialist to partner with users via email and phone, delivering timely solutions to operational challenges. You will document interactions, collaborate with logistics, sales, and technical teams, and assist with non-warranty parts orders and basic troubleshooting.

A self-starter with excellent communication skills will thrive in a fast-paced, collaborative environment focused on resolving issues efficiently and maintaining high customer satisfaction.