Johnson Fitness

Job Type

Full-time

Description

Position Overview:

Johnson Fitness & Wellness, the nation’s largest specialty fitness dealer, is seeking an experienced Customer Service and Technical Support Manager to lead and elevate our customer service team. This role reports directly to the President of US Retail and collaborates closely with all areas of our business.

As the Customer Service and Technical Support Manager, you’ll be responsible for delivering exceptional service and technical support to a diverse customer base—including dealers, direct consumers, and commercial accounts. You will oversee a team of 10+ staff members and supervisors, driving performance and fostering a strong, service-oriented culture.

Key responsibilities include team leadership, staffing, performance management, call center operations, and coordination of field service activities.

Responsibilities:

Management:

• Interview, hire, and manage performance of CTS agents serving each channel of our business, wholesale, consumer and commercial.
• Build and manage workflows and procedures that efficiently support our business objective and service goals
• Experience in growing and developing a team of 10 or more
• Facilitate weekly meetings with team Leads and staff
• Establish and maintain strong working relationships and open lines of communication with team.
• Continuous improvement approach to integrating customer service into overall business.
• Collaborate with field service tech providers. Foster accountability with field providers.

Best-in-Class Customer Service:

• Contribute ideas that support customer adoption, utilization, and satisfaction with our products
• Proactively work with the team to ensure timely and positive resolution of customer email, phone, and chat inquiries.
• Improve upon best-in-class customer support experiences, processes, and policies.
• Ensure that customers receive the highest quality of service and that all issues are resolved as efficiently as possible.
• Foster an environment of responsiveness, focused on exceeding both internal stakeholders’ and end-user expectations.

Analysis:

• Run and analyze weekly, monthly reports on department KPIs, customer satisfaction, quality, and team productivity
• Investigate issues by reviewing data and validating systems / processes.
• Use data to propose creative solutions to both tactical and strategic concerns
• Studies schedules and estimates time, cost, and labor needed for completion of job assignments.

Processes:

• Collaborate with internal teams to diagnose and resolve customer-facing issues.
• Participate in cross-functional teams and objectively implement solutions and process improvements.
• Continuous work to identify trends in product issues and proactively provide data to key departments responsible for product quality management, with the end goal to reduce field issues.
• Develop a detailed understanding of our business and communicate our policies and processes to a broader team in a simple and clear manner.

Marginal Job Functions:

• Other projects as needed.

Requirements

Education:

• Bachelor’s degree or equivalent professional experience

Experience:

• A minimum of 7 years’ experience in roles of progressing responsibility in call center management
• 5 years’ experience leading and mentoring direct reports.
• Demonstrated experience in daily call center management with emphasis on technical support.

Other Requirements:

• Strong communication skills, both written and verbal
• Ability to communicate effectively across various functions within the organization.
• Professional track record of growth.
• Strong team building skills.
• Mechanical and trouble shooting skills.
• Familiarity with CRM software systems
• Ability to build and manage workflows and strong operational reporting skills.
• Experience using data to propose creative solutions to both tactical and strategic problems.
• Strong computer and CRM system skills.

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
• Product discounts
• Wellness programs

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