Customer Service Representative

 Are you ready to become a champion for Pilates Enthusiasts? Are you looking for an opportunity to support small businesses and start-ups grow and succeed? Do you like to build strong professional relationships, resolve customer issues, and help spread a passion for Pilates? We have an exciting opportunity to join our team. 

Balanced Body is an energetic, environmentally sensitive company that is growing! Balanced Body leads the world in providing Pilates equipment and education. As a Customer Service Representative, you can make a major contribution toward assisting Pilates and other fitness professionals ensure their businesses our positioned for long-term success.

This position will collaborate with businesses and home users by phone, email, and internet. The ideal candidate will have prior customer service / support experience and a demonstrated ability to problem solve with clients.

Areas of Responsibility:

• Maintain and build relationships with Balanced Body's customers, by helping to resolve parts,      service, and shipping issues associated with their equipment. 
• Provide outstanding service, consistently meeting service targets.
• Speedy closure of customer issues while maintaining best in class customer satisfaction. 
• Follow industry trends and gather/report on valuable VOC feedback to help the organization grow.
• Forward new sales opportunities to the account team when presented. 
• Timely follow up on all customer inquiries. 
• Process orders for any service parts as needed. 
• Initiate RMAs and Customer Cases as needed. 
• Complete administrative tasks and order processing on-schedule and with accuracy.
• Attain all critical KPI metrics including but not limited to: Turn Around Time targets, productivity goals, quality assurance drivers.
• Escalate issues to the Sales Tech team when appropriate. 
• Act as an advocate for our customers. 
• Continue expanding your knowledge of our products and services over time.
• Contribute individually and as a member of the Balanced Body sales team.
• Utilize Customer Relationship Management (CRM) System, and ensure all accounts are loaded      with accurate and timely data. 
• Perform other duties as required to meet company needs.

Essential Skills for Role:

• Excellent verbal and written communications skills, you will also have excellent attention to detail.
• Proven resolution, logical troubleshooting, and customer satisfaction skills.
• Strong problem solving/resolution skills.
• Excellent listening, probing and de-escalation skills.
• Able to learn quickly/be passionate about learning new concepts, technology and processes.
• Possess strong analytical skills with excellent communication, literacy & interpersonal skills.
• Have the ability to handle multiple tasks & prioritize on an on-going basis.
• Ability to listen and comprehend information over the phone & via email.
• Ability to compose and proofread documents and reports.
• Attention to detail and problem-solving skills.

Qualifications:

• Minimum 2 years’ account management or sales experience.
• Experience in tech support, customer service experience preferred.
• Some college education is ideal.

Salary Range:

Nonexempt Status, Base + plus monthly bonus

The Company

Balanced Body is the world's largest designer and manufacturer of Pilates equipment, as well as a provider of high-quality Pilates and other mind-body instructor training and continuing education. We currently do business in over 100 countries, with world-renowned customer service and a serious commitment to environmentally-friendly business practices. If you want to work with a company with a passion for changing lives in ways small and large, let us hear from you.

We offer competitive compensation and excellent benefits including:

• Medical & Dental
• 401(k) plan + Match!
• Life and Long Term Disability Insurance - Employer Paid!
• Paid time off and holidays

Balanced Body is an equal opportunity employer dedicated to workforce diversity.