UTS Team Lead
Company: ICON Health & Fitness Inc
Posted on: June 6, 2021
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 Team Lead.
UTS Operations Team Lead will aid in the success of the UTS team
by daily coaching, weekly in-person systems training, positively
motivating agents to continually improve, analyzing call statistics
for better performance, providing real-time help to agents, track
daily performance, evaluate quality assurance scores, systems and
product train agents in all aspects of their UTS Technical Support,
educate agents on policy and procedures and support management
decisions. They will also work with and support the Supervisors and
Managers with day-to-day operations.
Work Full Time in the office to provide agent support and
Help encourage a positive and professional work environment.
Work with Supervisors and Managers
Update team's statistics - via the latest tracking medium.
Monitor phone queue to ensure agents/representatives are on the
Monitor real-time calls of agents. Soft Skills - Troubleshooting
- Parts Orders - Customer Follow-up
Evaluate and monitor agent's quality assurance scores.
- Coach agents when issues are reported in a positive encouraging
Motivate the agent to improve through positive
Teach and motivate an agent in the knowledge of the department
policies and procedures.
Teach and motivate agents to actively participate in department
updates/programs as discussed by management.
Assist in planning and facilitating team meetings to relay new
policies and procedures to the team.
- Review orders and make appropriate corrections.
Correct customer information - Shipping addresses - Duplicate
orders - Multiple service requests
Review Customer files to ensure thorough documentation,
troubleshooting, and order placement if necessary.
- Review, evaluate and report to management the following items
Agent needs and or areas of concerns
Agent Certification for new hires - Prepare guidelines,
procedures, and tools necessary for agent success.
- Participate in programs to help agents improve.
Training for Software, Mechanical, and Electrical issues.
Provide sales training and tips to increase revenue for UTS
Service Plan and iFit memberships.
Have a working knowledge of web-based computer systems.
Ensure the workspace is kept clean and tidy. Agent desks should
be professional in upkeep.
Administer corrective actions for any item that is detrimental
to providing the customer with the best experience possible.
- Other duties as assigned
DESIRED QUALIFICATIONS, EDUCATION, and/or EXPERIENCE
Minimum of a Bachelor's degree desired
Minimum of 2 years experience of Operations, Technical, or Sales
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
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
401(k) with company match.
A PTO policy that ensures you can find a happy work-to-life
Access to cutting-edge technology and hardware for work and
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.
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 Team Lead, Other , Logan, Utah
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