Customer Support Representative

True Fitness Technology Inc•O’Fallon, MO

About The Position

For over 40 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step. As a Customer Support Representative at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!

Requirements

1 year of customer service experience required - Call center preferred
Experience in consumer goods, manufacturing, logistics, or fitness industry
Proficient with MS Office (Word, Excel, PowerPoint, and Outlook
Ability to work independently, adapt quickly to change, and work within goal-oriented environment
Ability to re-prioritize a task and adapt to change throughout the workday

Responsibilities

Respond to inbound calls and emails, from customers, dealers, and service partners in a professional and timely manner.
Document all interactions and case details accurately in the customer service relationship management (CSRM) system.
Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
Perform or verify warranty registration when applicable.
Provide basic troubleshooting support for both in-home and commercial fitness equipment (assembly, setup, display startup, connectivity, and basic error code resolution).
Use schematics and troubleshooting manuals to help provide basic mechanical/electrical issue resolution.
Escalate unresolved or complex technical issues to higher-level support or technical teams per established guidelines.
Monitor service tickets to ensure timely follow-up and closure.
Contribute positively to team culture and productivity goals.