Brunswick Life Fitness - Customer Support Associate in Rosemont, Illinois
It is our people behind life’s passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you’ve found your fit.
Have what it takes? Join us.
Check out this video job description at https://youtu.be/YBQZteUkDP0 for a peek into what a day in the life of a Customer Support Associate looks like as a part of this dynamic Life Fitness team.
Role: Customer Support Associate
Location: Global HQ in Rosemont, IL
Departmental Core Operation Hours: Monday - Friday, 7 AM to 6 PM CST (shifts start between 7-9:30 AM with corresponding shift end-times)
Reports to : Contact Center Supervisor
Job Level: Full-Time Individual Contributor
What will you be responsible for as a Customer Support Associate at Life Fitness?
Reading and using schematics to help provide general technical assistance to both internal and external customers
Asking questions, using operations manuals to accurately diagnose problems, and guiding the customer through the solution
Entering service requests to dispatch a technician to fix equipment when needed
Assisting customers with part orders and other requests using ORACLE and other computer systems; this includes data-entry of customer numbers, part numbers, quantity, etc.
Processing customer warranty or billable parts orders or returns.
Monitoring Oracle Business Intelligence (OBI) to assess daily open order reports and resolve any open and back order issues or orders with an on-hold status.
Responding to all customer correspondence and voicemails within established Service Levels
Escalating back order parts issues per policy to determine parts availability and inform the customer
Explaining and administering company policies and procedures (e.g., warranty policy, parts credit, return policy, etc.).
Maintaining contact with National Commercial and Consumer accounts.
Communicating effectively with internal customers (within this and other departments) on the status of requests, and assists in determining corrective action to ensure customer satisfaction
Working closely with Field Service Administration, Field Service, ISO's, Supply Chain and Accounts Receivable to ensure issues are escalated and resolved
Other duties and responsibilities as assigned
What are we looking for in you (qualifications)?
Associate's degree or equivalent coursework
Strong mechanical aptitude, technical aptitude, and computer-savviness
Previous experience in a customer facing role
High level of professionalism with excellent communication skills (both verbal and written) with an ability to type a minimum of 35 WPM
A positive, proactive and helpful attitude with a collaborative style and proven ability to be a good team-player
A desire to complete tasks with urgency and accuracy with a desire to learn and grow within an organization
Strong problem solving skills, a keen attention to detail / accuracy with a strong ability to recognize parts and part numbers
Ability work independently, adapt quickly to change, to multi-task and work within a fast-paced, deadline-driven environment
Reliability and dependability
Previous years of experience providing technical repair services or troubleshooting issues with electro-mechanical equipment
We are the people behind life’s passions.
Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: firstname.lastname@example.org or 1-888-735-4767.
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#Brunswick Corporation - Life Fitness
Brunswick Corporation (NYSE:BC) is home to the people behind life’s passions. Our company is made up of some of the world’s leading lifestyle brands in categories such as recreational boats, marine engines, fitness equipment, active recreation, and activated workplace products. While we are family to 14,000 employees around the world, three divisions in more than 30 countries create a local environment, with our global headquarters in the Chicago suburb of Mettawa, IL.