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UTS Product Resolution Specialist

Company: ICON Health & Fitness Inc
Location: Logan
Posted on: June 6, 2021

Job Description:

SUMMARY AT ICON Health and Fitness we are passionate about empowering people to change their lives and achieve healthy, sustainable results. We strive to continuously push the limits to bring our customers cutting-edge products that will help them in every aspect of their lives. We are currently seeking a motivated individual to join our team as a UTS Product Resolution Specialist. As a UTS Product Resolution Specialist with ICON Health and Fitness, you will be responsible for guiding customers through product resolutions who have purchased a Universal Technical Services extended service plan. UTS Specialists will communicate extensively with UTS customers whose product is defective or non-repairable and provide resolution in accordance with established policies. This position requires critical and technical thinking to best assist our customers. JOB RESPONSIBILITIES Work Full Time in the office to provide a positive customer experience by communicating and offering an excellent customer experience Provide in-depth technical and customer support via telephone and email Listen attentively to the customer needs and concerns; provide a clear resolution and improved customer experience Perform order entry, place product orders, update customer contracts, and bill for upgrade services Research product features, product availability, and delivery methods that best suit customer needs Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions This position qualifies for service plan sales and upsell commissions Confirm customer understanding of proposed resolutions, terms and conditions of their policy, and fulfillment of their contract Prepare accurately and completed work; ensure updates and discussions are saved to customer profiles Communicate effectively with individuals/teams within the program to ensure high quality and timely expedition of customer claims Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity Ability to read user manuals and customer support profiles to effectively understand a customer's need Solve problems that are sometimes unusual and may require reliance on conceptual thinking Review orders and make appropriate corrections. Review, evaluate and report to management for special assignments Participate in training for Software, Mechanical, and Electrical issues. Have a working knowledge of web-based computer systems. Other duties as assigned DESIRED QUALIFICATIONS, EDUCATION, and/or EXPERIENCE Minimum of a High School diploma or GED Minimum of 6 months experience with order entry, sales, and/or call center experience Proficient computer and technical skills Preferred experience and knowledge of Salesforce Strong written and verbal communication skills Excellent Attendance and Performance References Knowledge of ICON's products preferred Flexible schedule Full time employment 5 days per week COMPENSATION AND BENEFITS Working in beautiful Cache Valley with access to an exceptional outdoor lifestyle, a university campus nearby, and the chance to test the fitness products we create. Highly competitive compensation. Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance) 401(k) with company match. A PTO policy that ensures you can find a happy work-to-life balance. Access to cutting-edge technology and hardware for work and fitness. Collaborative workspace and environment. A free beverage center and snack bar to keep you hydrated and fueled throughout the day. Not all perks apply to all positions and/or locations List of states we can hire in: AK, AZ, AR, CA, CO, CT, FL, GA, ID, IL, IN, KS, MI, MA, MD, MN, MO, NC, NH, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI. DISCLAIMER Your employment at ICON is "at-will". You and the company each have the right to terminate the employment relationship at any time for any cause or for no cause at all. Nothing but an express written contract signed by you and a Vice President of this Company can modify this "employment at will" arrangement. "We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, ancestry, mental or physical disability, sexual orientation, gender identity, medical condition, genetic information, marital status, veteran status or any other characteristic protected by law."

Keywords: ICON Health & Fitness Inc, Logan , UTS Product Resolution Specialist, Other , Logan, Utah

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