REQUIRED QUALIFICATIONS
Knowledge, Skills & Abilities
Demonstrates ability and desire to learn technology, terminology, customer support processes and techniques.
Strong detail orientation to properly follow procedures and accurately enter data.
Ability to ask probing questions and solve problems.
Competency in Microsoft Office Suite, including Word, Excel and Outlook.
Ability to speak and write effectively.
Demonstrate neat and organized work habits.
Proficient typing and data entry skills.
Must be a self-starter, motivated to excel, and willing to adapt.
Must be self-motivated with extremely high levels of ethics and integrity.
Ability to build rapport with Team Members rapidly and follow-up when further resolution is required.
Available to work occasional to frequent overtime.
Available to work a rotating schedule.
Minimum Educational Level/Certifications
High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may be substituted for the minimum education level qualification.
Customer service orientation and/or prior customer service training.
Minimum Work Experience and Qualifications
1+ year work experience in customer service.
Physical Demands/ Environmental Conditions
The employee must occasionally lift and/or move up to 40 pounds.
Normal day to day business operations including using a keyboard, walking, bending and reaching.
Travel Requirement
Occasional travel required for meetings and club visits.
PREFERRED QUALIFICATIONS
Knowledge, Skills & Abilities
Competency in call center tracking tools.
Demonstrates problem solving skills, computer skills and attention to details.
Demonstrates working knowledge with Windows Operating Systems and Apple Operating Systems X and iOS.
Demonstrates working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications issues for escalation.
Experience with network and stand-alone printers, routers, switches, modems, laptops, desktops, mobile devices, personal computer peripherals.
Working knowledge or experience using an Automatic Call Distributor phone system.
Working knowledge of Remedy Information Technology Service Management Suite.
Educational Level/Certifications
Bachelor's degree.
Computing Technology Industry Association (CompTIA) A+ Certification.
Cisco Certified Network Associate (CCNA).
Helpdesk related training courses.
Work Experience and Qualification
2+ years of experience of exceptional customer service.
2+ years experience in a technical call center.
2 + years of extensive hands on technical experience or training.
Experience supporting customers in use of application software.
Experience with Windows Operating Systems and Apple Operating Systems X and iOS.
Disclaimers
DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.
All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY: In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.
WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.
Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
