Chat and Email Agent

Job Overview

We're thrilled that you are interested in joining us here at the Amynta Group! At ICON Health and Fitness we are passionate about empowering people to change their lives and achieve healthy, sustainable results. We strive to continuously push the limits to bring our customers cutting-edge products that will help them in every aspect of their lives. We are currently seeking a motivated individual to join our team as a UTS Chat and Email Associate.

As a UTS Chat and Email Associate with ICON Health and Fitness you will be responsible for identifying and servicing the needs of customers who have purchased a Universal Technical Services extended service plan. UTS Associates answer incoming chats and emails from customers who need assistance troubleshooting and servicing a covered product. This position requires critical and technical thinking to best assist our customers.

• Work Full Time in the office to provide a positive customer experience by handling a high maximum incoming chat and email volume.
• Provide in depth technical and customer support via chat, email, and telephone
• Listen attentively to the customer needs and concerns; provide a clear resolution
• Meet customer expectations to provide first contact resolution
• Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions
• Confirm customer understanding of proposed resolutions, order of operations, and customer education
• Prepare accurate and completed work; ensure updates and discussions are saved to customer profiles
• Communicate effectively with individuals/teams within the program to ensure high quality and timely expedition of customer claims
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Ability to read user manuals and customer support profiles to effectively understand a customer's need
• Solve problems that are sometimes unusual and may require reliance on conceptual thinking
• Review orders and make appropriate corrections.
• Review, evaluate and report to management for special assignments
• Participate in training for Software, Mechanical, and Electrical issues.
• Have a working knowledge of web based computer systems.
• Other duties as assigned

• Minimum of a High School diploma or GED
• Minimum of 6 months experience with Inbound or Outbound sales and/or call center experience
• Proficient computer and technical skills
• Preferred experience and knowledge of Salesforce
• Strong written and verbal communication skills
• Excellent Attendance and Performance References
• Knowledge of ICON's products preferred
• Flexible schedule
• Full time employment 5 days per week

Working in beautiful Cache Valley with access to an exceptional outdoor lifestyle, a university campus nearby, and the chance to test the fitness products we create. Highly competitive compensation.

• Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
• 401(k) with company match.
• A PTO policy that ensures you can find a happy work-to-life balance.
• Collaborative workspace and environment.

Not all perks apply to all positions and/or locations

Your employment at ICON is "at-will". You and the company each have the right to terminate the employment relationship at any time for any cause or for no cause at The Amynta Group (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation.

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