Founded in 1980, Seattle-based Precor is a subsidiary of Amer Sports Corporation (www.amersports.com), the world's largest sports equipment company, with internationally recognized brands that include Wilson, Atomic, Suunto, Salomon, Mavic and Arc'Teryx.
For more than 30 years, Precor has been inspiring people to live a life in motion. Precor's world headquarters is located in Woodinville, WA with additional domestic operations in Whitsett, North Carolina.
Precor is the #1 supplier of fitness equipment to many of the world's biggest fitness chains, including 24 Hour Fitness, Gold's Gym, Anytime Fitness, and YMCA. Precor is also a preferred fitness equipment supplier to Hilton Hotels worldwide.
With a mission to be the standard of excellence in the fitness industry, Precor manufactures and sells high-end fitness equipment for the home and commercial environment.
+ Fitness Entertainment Products (e.g. Personal Viewing Screens (PVS), Audio Transmitters/Receivers)
Why You Should Join the Precor Team
+ Dynamic, forward thinking company leading the industry in product innovation
+ Rewards and recognition for superior performance
+ Collaborative environment fostering teamwork and accountability
+ Opportunity to work for a company that positively impacts people's lives
+ Exceptional benefits program including profit sharing, generous 401(k) match, and free on-site gym access
+ Superior employee discounts on Precor and other Amer Sports Corporation brand products
About the Role: The Customer Support Specialist is responsible for answering inbound phone requests from internal and external customers about customer service related issues. The incumbent works in a call center environment, taking an average of 50-70 inbound calls per day. Incumbent is responsible for ascertaining each customer's needs, and then creating cases, entering non-warranty orders, assisting with pricing inquiries, checking on order status, answering warranty questions & status, logging service complaints, processing payment applications as well as preparing reports, electronic filing, database entry, operating all office equipment and assisting in special projects as needed. Position requires a high degrees of flexibility, technical aptitude and professionalism along with a moderate degree of technical aptitude, and the ability to work under time deadlines while multi-tasking. The incumbent should have thorough knowledge of company policy, procedures and products.
The Customer Support Specialist reports to a Customer Support Supervisor and works under general supervision. This position involves high degree of interaction with end customers (consumers, club owners/ managers, maintenance staff, and repair partners), service providers and dealers. This position also involves interaction with other departments such as Sales, Credit, Accounting, and Shipping. Pro-active follow-up, attention to detail, customer service and professionalism are important factors in the daily administration of this position. The incumbent will work with a wide variety of customers, directly interfacing with all levels of customer organizations.
You will be responsible for: Customer Contact and Parts Ordering
+ Be point of contact for inbound technical and non-technical customer phone calls.
+ Triage/assess incoming calls and emails to ensure appropriate routing.
+ Answer basic troubleshooting and parts questions using electronic diagrams and data.
+ Create support cases in Customer Relationship Management (CRM) system, which provide clear, concise and technically accurate problem descriptions.
+ Assist customers with inquiries and complaints via phone and email.
+ Create non-warranty quotes and orders.
+ Utilize standard processes to ensure consistent quality with inbound and outbound customer e-mails from multiple sources.
+ Communicate effectively with internal team members regarding processes and procedures.
+ Participate in team meetings & support process change requests with relevant data.
+ Consult with management to review process changes and implementation plans.
+ Track job functions to properly ascertain individual capacity.
+ Assist with the collection of warranty information and data to ensure proactive approach to potential field issues.
+ Maintain contact with customer accounts, and end-users through phone contact and email correspondence, including order entry and shipping confirmations.
+ Explain and administer company policies and procedures pertaining to customer service (i.e. warranty policy, parts credit, return policy, etc.).
+ Communicates effectively with internal customers (Sales, Accounting, Operations, etc.).
+ Establish and maintain excellent rapport with dealers and service providers to ensure customer satisfaction.
+ Set appropriate customer expectations.
+ Actively pursue continuous improvement to meet or exceed customer needs.
+ Enter non-warranty part orders.
+ Assist customers with part order inquiries, including data-entry of key customer information.
+ Interface with other departments to assure proper parts order process.
+ Provide basic part knowledge using electronic diagrams and data.
+ Assist customers with the use of the Precor Connection and Precor Connect part ordering site.
+ Provide order status, UPS tracking and part availability.
+ Participate in new processes to help ensure the company achieves revenue, profitability, and market-share targets through increased efficiencies.
+ Assist with special projects as needed.
+ Perform other duties as assigned.
To be successful in the role, you will have: Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.
+ High School diploma or equivalent required.
+ Associates degree in Business or equivalent preferred.
+ Minimum of 2+ year's customer service experience-working within a call center environment required.
+ Experience with SAP preferred.
+ Experience with a CRM platform required, Salesforce preferred.
+ Excellent customer service skills.
+ Ability to work independently and as part of a large team.
+ Ability to prioritize, multi-task and work through problems with minimal help or supervision.
+ Experience with a variety of computer programs at an advanced level (Microsoft Office Suite).
+ Keyboarding skills of 50+ words per minute. Excellent written and oral communication skills.
+ Minimum of 2+ years' experience presenting a professional and congenial phone manner (i.e.: tone, vocabulary, etiquette, correct pace, etc.).
+ Ability to handle a fast-paced environment with a high volume of phone calls, email, and work load on a consistent basis.
+ High Proficiency of organizational, follow-up and multi-tasking skills.
WORKING ENVIRONMENT Normal office conditions and work on the manufacturing floor.
PHYSICAL REQUIREMENTS: Light physical effort in an office environment. Some lifting of parts/products may be required in the manufacturing areas. The physical demands 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.
+ Light physical effort in an office environment
+ Moderate computer use / data entry
+ Must be able to lift up to 40 lbs.
DISCLAIMER: The above information is intended to describe the general nature and level of work performed by employees within this classification. It is not intended to be an exhaustive list of all duties and responsibilities required of the employee. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identity, national origin, disability, or protected veteran status.
DISABILITY ACCESSIBILITY ACCOMMODATION: If you require an accommodation to navigate or apply to our careers site, please send your request to: firstname.lastname@example.org or call 425.486.9292 or 800.786.8404.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.