Customer Experience Lead

At Core Health & Fitness, our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like Stair Master, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, Gym Rax and we’re still growing. We press into the future of fitness to ensure the creation of quality products and programming that meet the needs of an ever-evolving industry.

At Core we are committed to building an energetic, diverse, and inclusive workspace. We value our differences and see community strength in diversity and representation. We’re always on the lookout for innovators, dreamers and doers who are passionate about fitness and wellbeing. We explore all opportunities to improve ourselves, our business partners, and our communities. If you’re looking for a fulfilling career in helping people, find the best version of themselves, you’ve come to the right place.

We are looking for a Customer Experience Lead to join our growing organization!

General Position Summary The Customer Experience Lead will manage all aspects of the sales/support/service relationship from prior to installation through post-install and will provide prompt and effective customer and technical assistance for all customers of the company.

Essential Functions / Major Responsibilities Ensure the highest level of customer service to all accounts within an assigned territory; evolve as necessary to optimize customer experience, provide superior service to all accounts, and support overall company objectives.

Manage all escalated account issues proactively, including major account issues related to an install and service management related to the overall customer journey.

Ensure training is current for all In-House Technicians, Dealers, Service Providers, and installers including refresher and updated training.

Ensure current service bulletins are distributed to Customer Accounts assigned, and those who service them, including in-house technicians and third-party service providers and installers.

Work closely with the sales and major account representatives with their respective accounts

Ensure that all service-related matters are documented and followed through until completion

Report any consistent issues in relation to product quality to the quality department

Provide feedback with regard to the level of service provided by our dealers, service providers and installers to our customers

Travel when necessary to provide in person assistance and set service plans for escalated accounts

Develop, manage, and report against performance metrics focused on measurement of key operating performance criteria.

Ensure service levels are achieved.

Report on case turnaround and identify areas of potential escalation.

Report on inquiry trends to identify potential product issues.

Specific

Job Requirements Experience managing product support processes within a support organization.

Proven track record building and developing technical support relationships in a high growth company with external and internal customers.

Strong organizational, leadership, communication, problem solving, and analytical skills

Proven team leader with successful track record of resolving problems quickly

Capable of gathering, interpreting, and meeting customer requirements

Ability to author and understand technical documentation

Effective presenter and trainer of technical information

Sense of urgency and ownership

Strong technical skills required

Job Specific Competencies Customer Service
- Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

Problem Solving/Analysis
- Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between…