Position Overview:

Under the direction of the Supervisor of Service Support, this position fulfills the needs of Johnson dealers, consumers and service providers to ensure customer satisfaction. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.

Responsibilities:

Provide outstanding service to Johnson dealers, consumers, and service providers:

• Answer all phone calls and emails from Johnson Dealers and Service Technicians
• Assist CTS department with ISP situations or issues that arise
• Follow up on open service dispatches
• Assist with setting up service work for field upgrades
• Continually keep claims processing and console returns current

Online Remedy and CRM Maintenance:

• Assist when needed in entering tech notes from service providers and dealers in the database
• Assist in processing labor credits and invoices
• Keep all service provider information/files/contracts up to date on dealer tab
• Investigate situations where Tech did not do the work assigned and resolve situation
• Work with service providers to get them set up in Online Remedy processing work orders and claims through database.
• Ability to guide ISP's through work order, claim, and parts order process on database

Work Practices and desirable traits:

• All paperwork and database entries filled out completely and accurately
• Able to prioritize tasks
• Detail orientated
• Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation
• Keep your work environment 5S
• Be on time for your scheduled workday

Technical Training:

• Learn the basics of equipment troubleshooting to further assist ISP's on the phone

Marginal Job Functions:

• Other projects as assigned

Qualifications:

Education:

• High school diploma or equivalent

Experience:

• Prefer two years of previous experience working in a call center, customer service or in the fitness industry.
• Good working knowledge and experience with Microsoft Office Suite
• Excellent written and verbal communication skills.
• Ability to analyze and solve basic 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

PI143544839