Chat and Email Agent
About The Position
We are currently seeking a motivated individual to join our team as a UTS Chat and Email Associate. As a UTS Chat and Email Associate with ICON Health and Fitness you will be responsible for identifying and servicing the needs of customers who have purchased a Universal Technical Services extended service plan. UTS Associates answer incoming chats and emails from customers who need assistance troubleshooting and servicing a covered product. This position requires critical and technical thinking to best assist our customers. Work Full Time in the office to provide a positive customer experience by handling a high maximum incoming chat and email volume.
Requirements
- Minimum of a High School diploma or GED
- Minimum of 6 months experience with Inbound or Outbound sales and/or call center experience
- Proficient computer and technical skills
- Strong written and verbal communication skills
- Excellent Attendance and Performance References
Nice To Haves
- Preferred experience and knowledge of Salesforce
- Knowledge of ICON’s products preferred
Responsibilities
- Provide in depth technical and customer support via chat, email, and telephone
- Listen attentively to the customer needs and concerns; provide a clear resolution
- Meet customer expectations to provide first contact resolution
- Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions
- Confirm customer understanding of proposed resolutions, order of operations, and customer education
- Prepare accurate and completed work; ensure updates and discussions are saved to customer profiles
- Communicate effectively with individuals/teams within the program to ensure high quality and timely expedition of customer claims
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Ability to read user manuals and customer support profiles to effectively understand a customer’s need
- Solve problems that are sometimes unusual and may require reliance on conceptual thinking
- Review orders and make appropriate corrections.
- Review, evaluate and report to management for special assignments
- Participate in training for Software, Mechanical, and Electrical issues.
- Have a working knowledge of web based computer systems.
- Other duties as assigned
Benefits
- Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
- 401(k) with company match.
- A PTO policy that ensures you can find a happy work-to-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
