Job Description
Customer Service Coordinator
Life Fitness is a Global market leader – inspiring healthier lives for over 50 years. With the industry’s widest range of unique cardio, strength and group training products, Life Fitness offers limitless unique possibilities for facilities and exercisers.
We are dedicated to creating fitness solutions for both facilities and exercisers. We build partnerships by adding value through inspiration, education and co-creation. We partner with elite sporting clubs and organisations such as Wrexham FC, Williams Racing and Wimbledon among others.
JOB OVERVIEW
To provide a comprehensive telephone support service to Life Fitness customers by identifying and resolving customer queries. An efficient system of working should also be maintained by dealing in a prompt and effective manner to develop and enhance the professional standards of customer service and customer satisfaction.
We are looking for a self-motivated team member, who is customer focused, highly organised and enjoys working in a busy environment. This is a varied role, so the ability to multi task and think on your feet is advantageous
It is essential that the individual can work well on their own initiative, remaining calm under pressure and be able to demonstrate an logical, organised and methodical approach to work
MAIN JOB RESPONSIBILITIES
- Provide an efficient and effective telephone and email support service for Life Fitness customers, ensuring that internal and external queries are dealt with promptly and efficiently to build, maintain and develop customer relationships which exceed expectations
- Ensure that fault call visits are scheduled effectively, ensuring that all workload is allocated to maximise technician productivity and minimise costs, whilst meeting service level agreements
- Chase and investigate any issues regarding job completion to ensure that we always have an accurate picture of completed and outstanding work in order to reallocate workload to meet customer commitments
- Liaise with technicians, contracts, account managers and finance teams to resolve queries relating to service or sales orders
- Utilise troubleshooting skills to try to resolve technical problems over the phone
- Liaise with the customer regarding any delays in the processing and scheduling of fault calls
- Advise customers of additional products and services that might be appropriate to their needs, referring the prospects or customer to the sales manager as appropriate
- Act as an effective channel for information, by ensuring that complaints are communicated and referred for appropriate personnel in accordance with company policy
- Provide general assistance as assigned by UK Service Manager to maintain and enhance the standards of performance within the team and increase the level of professional service delivery to Life Fitness customers
LOCATION: Ely, UK
HOURS: 37.5 hours p/w (3 days a week on-site)
KNOWLEDGE, SKILLS, AND EXPERIENCE
- Strong verbal communication skills are required to respond courteously and effectively with internal and external queries over the telephone
- Able to work well, remaining calm under pressure and be able to demonstrate an organised, methodical approach whilst working on multiple tasks
- Competent at prioritising workload to achieve deadlines
- A self-motivated individual who displays initiative and has experience in being a proactive team member
- The individual should work well with their colleagues balancing the needs of the team with those of the individual so that there is a positive and supportive atmosphere in the work environment
- The individual should be motivated to improve their performance and give evidence of having taken responsibility for their own career development
- It is essential that the individual has experience in a customer facing role or within a dispatch function such that they can appreciate and implement excellent standards of customer support and service.
- A good standard of education to a minimum of GCSE levels, including maths and English
- Competent with MS Word, Excel and Outlook software
- The individual should have experience of working in an environment that requires both an attention to detail, but also where a high degree of initiative is required
- A good geographical knowledge of the UK to ensure workload is allocated efficiently
BENEFITS
- Company events
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
TO APPLY
If you are interested in applying for this role, please send your CV to [email protected]
Job Types: Full-time, Permanent
Salary: From £23,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Flexitime
- Free fitness classes
- Free parking
- Life insurance
- On-site gym
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Day shift
- Flexitime
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Ely: reliably commute or plan to relocate before starting work (required)
Experience:
- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)
Work Location: In person