Customer Support Specialist

Job Summary

At Northern Fitness, we strive to provide an exceptional customer experience across all customer touchpoints especially when it comes to interactions with our customer support team. The Customer Support Specialist is responsible for ensuring customer inquiries (phone, email, and chat) are handled in an efficient manner in accordance with company policies and protocols. As one of the primary customer touchpoints, your role is to ensure the customer has a positive experience by handling a wide variety of tasks from facilitating warranty service to providing general product information, having a good understanding of the relevant knowledge bases and resources will ensure success in this position.

Essential Functions

Zendesk Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.

Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.

Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers received their order within service level agreement timelines.

Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required.

Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts.

Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes.