Call Center Representative

Job Description

Job Description

Description :

Looking for a career that ignites your passion, challenges your skills, and rewards your efforts? Your search ends here, at Matrix - where we offer Technical Support Reps an exciting opportunity to join our dynamic team.

As a valued member, you will enjoy flexibility, a regular schedule, and competitive pay with the potential for bonuses.

As one of the biggest brands in fitness, Matrix takes pride in providing unparalleled customer service to our clients. You will be at the forefront of this mission, taking calls and providing technical support to ensure our customers receive the highest level of care.

Our dedication to excellence has earned us a reputation as a leader in fitness and wellness, and we are seeking individuals who share our passion for customer service.

By joining our team, you will become a part of Forbes 2021 Best Places to Work in the World, an elite group of companies committed to creating a positive and supportive work environment.

Don't miss this opportunity to elevate your career and join the Matrix family. Apply now and let's make a positive impact together!

Hours : 8am-5pm Monday-Friday, no nights or weekends!

Pay : $18.00 per hour with potential for bonuses

Location : Cottage Grove, WI , 100% onsite position.

This is not a remote position. Must be able to be onsite 5 days a week

Position Overview :

Under the direction of the Technical Support Supervisor, the Technical Support Agent performs a variety of customer tech support duties in accordance with company policies and procedures.

Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.

Responsibilities :

Provide Outstanding Service to Dealers, Consumers & Service Providers :

• Arrive at work and log into ADP 5 minutes prior to start of shift
• Log into the Q no later than start of your shift
• Achieve and maintain 99% or higher order accuracy
• Achieve and maintain an 90% average on record reviews
• Achieve and maintain department standard of calls per man hour (CPH)
• Achieve and maintain department standard on % availability in Q
• Troubleshoot problems with consumer and resolve in most cost effective way possible using diagnostic procedures within department work practices
• Maintain a positive approach to dealers and consumers
• Break time and extra work time must not exceed acceptable levels for your length of experience
• Work to insure complete and accurate information on CRM record
• Promote a positive team atmosphere with co-workers

Maintain & Manage Customer Database :

• Log all calls in consumer database
• Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
• Follow CRM SOP
• Use phone system and Q’s as designed

General Responsibilities :

• Be aware of the work environment; keep your workstation clean and tidy by 5S standards
• Be aware of the company goals and work to achieve department KPI’s
• Be on time for scheduled day
• Projects as assigned

Requirements : Education :

Education :

Minimum high school diploma or equivalent required

Experience :

Previous experience working in a call center, customer service or in the fitness industry required

Other Requirements :

• Working knowledge and experience with Microsoft Office suite
• Excellent written and verbal communication skills
• Ability to analyze and solve problems

Benefits :

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include :

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Free access to our state-of-the-art onsite workout facility
• Product discounts
• Wellness programs
• Free Yoga and workout classes
• Opportunities to earn more PTO

EOE / M / W / Vet / Disability