Customer Service Representative

Description

Job Title:        Customer Support Representative 

Department:    Customer Support 

Reports To:    Support Operations Manager 

FLSA Status:   Non-Exempt    

Compensation Base Range: $20.00-$21.00 per hour    

WHO WE ARE: 

REP is a fitness equipment manufacturer founded in 2012 by two brothers with a shared passion for fitness, headquartered in Westminster, Colorado. We’ve grown from humble beginnings, selling bumper plates out of a 1,200-square-foot garage, to what is now over 300,000 square feet of office and distribution space in the USA and internationally with a team of over 120 dedicated fitness enthusiasts. 

Our purpose is to “Improve Lives by Sharing our Passion for Strength”. We do this by leading the way in Innovation, Customer Service, and Value. As a two-time INC 5000 growth company, our rapid growth has only been achieved through true start-up mentality and passion for what we do.? One thing that separates us from the rest: our focus on building a culture around fitness. We feel that being around like-minded people fuels creative energy and fosters a fun and collaborative work environment. 

OUR CORE VALUES: 

• Think Like a Customer – We empathize with our customers; understand the ‘why’ behind every decision we make 
• Progress not Perfection – We don’t let perfect get in the way of good; we are better today than we were yesterday 
• Positive Attitude – Be a glass half-full kind of person and remember to have fun 
• Teamwork without Ego – We put the team above ourselves; we only win together 
• Take Initiative – We drive momentum; if there is an opportunity to make us better, we want to hear it 

WHAT'S IN IT FOR YOU: 

Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment.  

We offer an exceptional compensation package which includes: 

• Competitive health, dental, vision benefits to best fit your healthcare needs 
• 401k plan with employer match up to 4% 
• HSA plan with employer contributions  
• Life and AD&D insurance provided at no cost  
• Short-term and long-term disability insurance provided at no cost  
• 3 weeks of PTO for the first year with 7 paid company holidays 
• Birthday paid day off 
• Full access to 5,500 square foot employee gym and scheduled team workouts  
• Employee discount on equipment 
• Daily snacks and drinks provided by REP 
• 'Fitness' casual attire 
• Company events 
• Professional growth and development within the organization 
• Work-Life balance  

Requirements

ABOUT THE ROLE: 

REP Fitness Customer Support Representatives are the front line for our customers. You’ll be fielding questions from customers looking to make a purchase one minute, then problem solving a delivery mishap the next. In this role you’re a utility tool, embodying your Shared Passion for Fitness while helping our customers along their home gym journey.  

ESSENTIAL FUNCTIONS: include the following. Other duties may be assigned.   

• Provide world class service to customers primarily through email, chat, and phone 
• Respond promptly to customer inquiries, issues, and take initiative to find solutions 
• Manage customer accounts, recording details of all actions taken 
• Communicate and coordinate with internal departments to ensure customer issues are processed as instructed by the customer, and as cost efficient as possible for the company 

WHAT YOU WILL BRING/QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization 
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations 
• MS Office proficiency and the ability to learn new systems 
• Experience with Shopify, NetSuite, Kustomer, and/or Air Call a plus 

CORE COMPETENCIES: 

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm. 
• Resourcefulness – Securing and deploying resources effectively and efficiently. 
• Collaborates - building partnerships and working collaboratively with others to meet shared objectives 
• Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels. 
• Demonstrates Self-Awareness – Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. 
• Communicates Effectively – developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions. 
• Manages Conflict – Handling conflict situations effectively, with a minimum of noise. 
• Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. 

PHYSICAL REQUIREMENTS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is constantly required to sit and use hands to operate telephone, type and operate computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions.  The employee is frequently required to talk, hear, and bend and twist neck. The employee may occasionally lift and/or move up to 25 pounds and rarely lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. 

REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, REP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  

 This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at REP.