Customer Experience Lead Strategic & Hospitality Accounts

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 Strategic & Hospitality Accounts to join our growing organization!

The Customer Experience Lead – Strategic Accounts owns day-to-day customer experience for assigned strategic and hospitality accounts, including escalated post-install service cases, installation coordination, order and shipment follow-up, and issue resolution. The role serves as a consistent point of contact for customers and internal partners, tracks commitments through completion, and identifies recurring issues that affect account performance. The lead performs the full responsibilities of a Customer Experience Lead for the assigned portfolio while supporting onboarding and account transitions associated with business growth and acquisitions.

• Manage incoming requests for assigned accounts across phone, email, chat, and Salesforce; respond promptly and maintain clear, accurate communication.
• Build working relationships with account contacts and understand their locations, service expectations, escalation paths, and operating requirements.
• Own cases from intake to resolution, coordinate next steps, communicate status and timing, and confirm that issues are resolved.
• Handle sensitive escalations with urgency and sound judgment; involve the supervisor and appropriate partners when decisions exceed role authority.
• Support newly acquired or transitioned accounts by documenting contacts, open issues, service requirements, and handoff needs

• Coordinate with installation management, field service, third-party providers, Sales, Sales Operations, Logistics, and Parts to resolve scheduling, delivery, installation, warranty, and service issues.
• Track work orders, equipment and parts availability, shipments, site readiness, and outstanding customer commitments; follow up until the agreed action is complete.
• Ensure account-specific requirements and customer communications are documented and visible to the teams performing the work.
• Identify delays or repeated failures early, elevate risks, and help coordinate a practical recovery plan.

• Maintain complete and accurate Salesforce cases, work orders, account notes, and follow-up tasks in accordance with team procedures.
• Monitor response times, case aging, resolution, customer feedback, and account trends; share actionable findings with the supervisor.
• Apply established service and installation processes consistently, and recommend improvements where handoffs or recurring issues create avoidable work.
• Help train new team members on account requirements and serve as a knowledgeable backup within the Customer Experience team

• Contribute to service strategy,…