Service Contact Center Rep

Position Type Full Time Employee
Company Name G&G Fitness Equipment, Inc.
Location Williamsville, NY
Salary $16-18/hr based on experience.
Experience 1 Years related experience. Technical customer support experience a plus.
Desired Education Level High School Graduate

Company Description
G&G Fitness Equipment, Inc, is the leading fitness equipment dealer in the Northeast. Headquartered in Buffalo, NY (Williamsville), we serve New York, Pennsylvania and Ohio with both residential and commercial fitness equipment and service. We serve our customers through our fifteen retail store locations, commercial sales and service networks.

Technical Service Contact Center Representative Position Description

• Answering inbound phone calls from customers and assist with requests for technical service of fitness equipment
• Scheduling appointments with customers for technicians. Schedule in an efficient manner based on technician availability and priority of job.
• Using basic resources and logic to help resolve minor issues over the phone and/or to determine best plan of action for resolving customer issues.
• Creating service tickets in service management software to track all details of job including customer information, equipment information, parts, labor, notes, billing detail, etc.
• Entering data from technician field reports into service management software and follow up with all necessary actions and communication to complete job.
• Obtaining part information though reference documents and vendor support phone lines. Order parts via email, web and vendor support phone lines.
• Providing job pricing information to customers and communicate with customers as needed to move job to resolution within customer expectations.
• Completing billing for finished jobs. File warranty labor claims via web, spreadsheet, etc. for warranty reimbursements.
• Always communicating with customers in a manner to ensure their understanding of the problems, and action plan for repair. Informing customers of what they should expect throughout the repair process.
• Communicating with technicians regarding specific issues relating to jobs, schedule, etc.
• Communicating with manufacturer support staff to resolve customer issues.
• Performing all responsibilities in a way as to support the department customer service goals as well as provide customer satisfaction.
• Maintaining proper procedure to ensure efficiency and department profitability.
• Promoting continued sales growth through customer satisfaction based on service experiences.
• Coordinating issue resolution for all levels of escalated issues including those identified by management, the field, and clients.

Requirements
Experience in a customer service, support and/or contact center. Ability to multi-task and manage emotional customer situations. Strong problem solving as well as organizational skills are necessary. Strong computer skills in areas of business applications such as email, spreadsheets, etc. Must be self-motivated and work well independently with minimal direct supervision. Submit resume via email using anonymous link above. for immediate consideration. For additional company information, visit our website at http://www.livefit.com

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location

Salary : $16 - $18