For over 45 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.
As a Customer Support Specialist at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!
Responsibilities:
- Respond to inbound calls and emails, from customers, dealers, and service partners in a professional and timely manner.
- Document all interactions and case details accurately in the customer service relationship management (CSRM) system.
- Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
- Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
- Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
- Perform or verify warranty registration when applicable.
- Provide basic troubleshooting support for both in-home and commercial fitness equipment (assembly, setup, display startup, connectivity, and basic error code resolution).
- Use schematics and troubleshooting manuals to help provide basic mechanical/electrical issue resolution.
- Escalate unresolved or complex technical issues to higher-level support or technical teams per established guidelines.
- Monitor service tickets to ensure timely follow-up and closure.
- Contribute positively to team culture and productivity goals.
