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UTS Team Lead

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

Job Description:


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.

Wage: $22/hour


  • Work Full Time in the office to provide agent support and training

  • 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 phone.

  • 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 way.
  • Motivate the agent to improve through positive reinforcement.

  • 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 when requested:
  • 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


  • Minimum of a Bachelor's degree desired

  • Minimum of 2 years experience of Operations, Technical, or Sales Management

  • 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


  • 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.


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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