Compensation
$18.00/hour
Job Description
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 Escalations Agent, Member Care, 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 escalations data
⦁ Participate in eNPS solutions from escalations 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 in the escalations process
⦁ Work closely with executive-level stakeholders, data analysts, and the training department
⦁ Work closely with department Leadership on positive solutions to prevent escalation points
⦁ 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
Desired Qualifications, Education, and/or Experience
EDUCATION and/or EXPERIENCE
Education and Basic Qualifications
⦁ 5+ years of experience in resolving escalated customer concerns
⦁ Excellent professional written and verbal communication skills
⦁ 45+ WPM
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
At iFIT, we strive to give our employees a well-rounded work/life balance and a positive team culture by offering:
- The opportunity to work remotely-from wherever you are, or the ability to work 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.
- Free mental health resources for employees and dependents
- Career growth and guidance
- Discounts on iFIT Products
- FREE iFIT Membership
- Employee discounts through ADP-LifeMart
- Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
- Paid maternity and paid paternity leave
- 401(k) with company match.
- A PTO policy that ensures you can find a happy work-to-life balance.
- Access to cutting-edge technology and hardware for work and fitness.
- Collaborative workspace and environment.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Although we can hire in the states listed below, not all positions are available in all locations. List of states we can hire in: AK, AL, AR, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WY.
DISCLAIMER
Your employment at iFIT 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 all. Nothing but an express written contract signed by you and a Vice President of this Company can modify this “employment at will” arrangement.
“We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, ancestry, mental or physical disability, sexual orientation, gender identity, medical condition, genetic information, marital status, veteran status or any other characteristic protected by law.”
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