Member Care Assistant Manager

Summary

At iFIT 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 the Member Care Assistant Manager.

Essential Duties And Responsibilities

• Update team’s statistics via the latest tracking medium.
• Administer corrective actions for any item that is detrimental to providing the customer with the best experience possible.
• Provide sales training and tips to increase revenue for iFIT membership sales, parts, service, and warranty.
• Work with and support supervisors and team leads.
• Ensure thorough documentation, troubleshooting, and order placement by reviewing customer files.
• Help encourage a positive and professional work environment.
• Assist in planning and facilitating team meetings to relay new policies and procedures to the team.
• Have working knowledge of web based computer systems.
• Collect data to show improvement or areas that need improvement.
• Monitor team queue to ensure agents are on the phone.
• Ensure the workspace is kept clean and tidy.
• Coach leadership team on any company policies and team development.
• Occasionally provide on call support to agent and team lead reports.
• Review and request agent needs, areas of concern, and certification information.
• Participate in the hiring and onboarding of new agents.
• Set goals with agents to increase performance and productivity to meet minimum performance metrics.
• Work closely with WorkForce management to find proper scheduling blocks based on the need of the business.
• Other duties as assigned.
• Teach and motivate the leadership team to actively participate in call floor programs as discussed by management.
• Outline detailed action plans to help agents improve.
• Work closely with executive level stakeholders, data analysts and the training department.
• Review orders and make appropriate corrections.
• Participate in programs to help agents improve.