Chat And Email Agent

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 Chat and Email Associate.
As a UTS Chat and Email Associate with ICON Health and Fitness you will be responsible for identifying and servicing the needs of customers who have purchased a Universal Technical Services extended service plan.
UTS Associates answer incoming chats and emails from customers who need assistance troubleshooting and servicing a covered product. This position requires critical and technical thinking to best assist our customers.

• Listen attentively to the customer needs and concerns; provide a clear resolution
• Work Full Time in the office to provide a positive customer experience by handling a high maximum incoming chat and email volume.
• Develop an extensive knowledge of ICON Health and Fitness product lines, service plans, and iFit subscriptions
• Confirm customer understanding of proposed resolutions, order of operations, and customer education
• Provide in depth technical and customer support via chat, email, and telephone
• Meet customer expectations to provide first contact resolution

• Ability to read user manuals and customer support profiles to effectively understand a customer’s need
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Communicate effectively with individuals/teams within the program to ensure high quality and timely expedition of customer claims
• Solve problems that are sometimes unusual and may require reliance on conceptual thinking
• Prepare accurate and completed work; ensure updates and discussions are saved to customer profiles

• 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

• Strong written and verbal communication skills
• Excellent Attendance and Performance References
• Preferred experience and knowledge of Salesforce
• Minimum of 6 months experience with Inbound or Outbound sales and/or call center experience
• Proficient computer and technical skills
• Flexible schedule
• Knowledge of ICON’s products preferred
• Full time employment 5 days per week
• Minimum of a High School diploma or GED

• 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.
• Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
• 401(k) with company match.
• Highly competitive compensation.
• A PTO policy that ensures you can find a happy work-to-life balance.
• Collaborative workspace and environment.