Technical Customer Support Specialist

| Northwest Suburbs

An empty treadmill isn’t compelling, but once someone steps on it, the stories are limitless. Our goal is to connect people emotionally to their fitness journey. We are a global team coming from different cultures and backgrounds with a shared passion to achieve and live our mission of inspiring healthier lives.

 

Inspire. Innovate. Make an impact and join our team!

 

Timeline to Hire:  While recruiting activities are ongoing, please note that we are looking to hire for this open position in Winter/Spring 2021

 

Special note:  During the near-term and for a temporary period, this role will be 100% remote/work-from-home. Eventually, the primary work location for this position will be at the global headquarters in the Chicagoland area.

 

Join Life Fitness’ Customer Service and Support (CSS) Team as a Technical Customer Support Associate reporting to the Customer Support Supervisor. In this role, you will be responsible for responding to customer contacts via inbound Automatic Call Distributor (ACD) calls and system and internal emails. You will be in direct contact with the customer and will place outbound calls as required. To be successful in this role, you will provide professional, stellar quality to domestic, international, commercial and consumer customers and Life Fitness sales representatives. You will promote positive customer relations while maintaining the highest standards of ethics, quality and service. You’ll perform all other assigned duties in accordance with Customer Service and Support as well as Life Fitness policies and procedures and all state and federal regulations. 

 

Customer Contact:

  • Maintain contact with National Commercial and Consumer accounts via phone, email and fax contact and business correspondence.
  • Explain and administers company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.).
  • Communicate effectively with internal customers (within CSS and other departments) on the status of requests and assists in determining corrective action to ensure customer satisfaction. 
  • Cross-functionally work closely with Management, Field Service internal and external support, Supply Chain, and Accounts Receivable to ensure issues are escalated and resolved. 

 

Customer Requests:

  • Assist customers with part orders and other requests using ORACLE and other software; this includes data-entry of customer numbers, part numbers, quantity, etc. Process customer warranty or billable parts orders or returns.
  • Monitor Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues or orders with an on-hold status.
  • Respond to all customer correspondence and voicemails within established Service Levels.
  • Proactively notify customer of any issues that may prevent them from being fully satisfied and work to resolve issues in a timely fashion.
  • Escalate back order parts issues per policy to determine parts availability and inform the customer. 

 

Technical Support:

  • Provide general technical assistance to internal and external customers using both oral and written communication skills.
  • Use Operations Manual to diagnose the problem and walking the customer through the solution, if possible.
  • Enter service request to dispatch a technician when needed to fix equipment.
  • Demonstrate the ability to use and read schematics to be able to solve technical problems. 

 

Qualifications

  • Minimum 2 years related experience in a customer service and/or call center environment dealing with external customers preferred
  • Technical experience in repairs and/or help-desk support in diagnosing repairs of electro-mechanical equipment highly preferred
  • Mechanical aptitude or good understanding of mechanics preferred
  • Familiarity with fitness equipment and parts a plus, but not required
  • Excellent verbal and written communication skills
  • High level of detail orientation
  • Experience with Microsoft Word, Excel and Oracle preferred
  • Type 35 wpm minimum
  • Projects a positive, proactive and very helpful attitude
  • Takes initiative to complete tasks with urgency and accuracy. Detail-oriented with a strong ability to recognize parts and part numbers
  • Participates as a team player
  • Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis
  • Able to multi-task successfully. Able to work independently with minimal direct supervision
  • Responds to customers and colleagues in a professional and courteous manner
  • Must be flexible and adapt quickly to change
  • Proven problem-solving skills 
  • High school diploma or GED required
  • Bachelor’s degree preferred

 

 

Want to take the next step in your career?

 

Life Fitness takes pride in our talented employees and believe in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits and unleash your potential.

 

If you feel the open position you see is right for you, we invite you to apply.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • AndroidLanguages
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SolidWorksDesign
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • PardotCRM
    • MailChimpEmail
    • Oracle EloquaLead Gen

Location

10601 Belmont Avenue, Franklin Park, IL 60131

An Insider's view of Life Fitness

What projects are you most excited about?

Life Fitness On Demand is a digital library of instructor-led classes streamed on our app and cardio equipment. Collaborating with the brightest minds at Life Fitness, I've led and seen it grow from conceptualization to product launch. I am excited as we continue to enhance the in-workout user experience and integrate new technologies.

Arturo

Director, Product Development

How has your career grown since starting at the company?

I’m proud to say that my career has shown consistent progression over the last two decades. In college, I began my journey as a part-time office admin and am now one of our IT leaders. I held various analyst roles within the business and IT. My growth has been truly influenced by some amazing leaders who saw my potential and supported me.

Deanna

Director, Business Solutions

What are Life Fitness Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Life Fitness employees have access to an FSA
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Fitness' health insurance policy covers some out of pocket expenses.
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Life Fitness offers team fitness initiatives including in-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Life Fitness provides employees with a flexible work schedule that includes summer hours, flexible start and end times.
Remote Work Program
Our remote work program includes work from home and the ability to work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Life Fitness sponsors family oriented events annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Our game room includes ping pong, a pool table, foosball, shuffle board, and darts.
Happy Hours
Happy hours are hosted on occasion.
Parking
We offer employees free on-site garage parking.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Free onsite gym at all office locations.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Life Fitness hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Paid industry certifications
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