Member Care Representative

SUMMARY

iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition, and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a Member Care - Software & Membership, remotely or hybrid in Logan, UT.

ROLE COMMITMENTS

• Passionate about delivering world-class customer experiences through FCR

• Promote a positive work environment and empower cross functional teamwork to drive overall success

• Drive member obsession in support of the athlete

• Develop and implement policies and procedures to streamline operations for overall quality and sustainability from real customer experience data

• Participate in eNPS solutions from customer experience data on processes and procedures for overall employee satisfaction

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deescalate members and find the best resolution for complex issues

• Engage and educate our members in a positive way to help them achieve their fitness goals through maximizing the products and services to their advantage

• Help encourage a positive and professional work environment

• Work with and support the leadership team

• Drive a positive member experience through with confidence, professionalism whilst showing empathy

• Establish excellent communication, follow up and resolution follow through to resolution via inbound calls & emails

• Collect data to show improvement or areas that need improvement process & policy

• Work closely with department Leadership on positive solutions to proactively solve problems before they arise

• Review Customer files to ensure thorough documentation, troubleshooting, and order placement if necessary

• Participate in programs to help agents improve

• Have a working knowledge of web-based computer systems

• Ensure the workspace is kept clean and tidy. Agent desks should be professional in upkeep

• Other duties as assigned

Education and Basic Qualifications

• 1-2+ years of experience in resolving escalated customer concerns

• Excellent professional written and verbal communication skills

• 45+ WPM

• Previous customer service experience preferred

Preferred Qualifications

• Detail-oriented with great organizational skills

• Process improvement experience

• Knowledge of iFIT's equipment and how the iFIT software interacts with the equipment

• Flexible schedule