SUMMARY

The Tier I Support Specialist (CSR I) plays a critical role in support of all HealthFitness customers and is the frontline support for all types of inbound and outbound participant communication. In the role the associate is expected to provide basic technical support and analyze, research, and resolve all inquires in a timely way, balancing customer satisfaction, quality and relevance.

JOB ACCOUNTABILITIES (Duties and Responsibilities)

Provide exceptional phone and email support to HealthFitness customers

Perform detailed documentation of all interactions in software application and escalate issues pursuant to pre-established guidelines

Utilize training, experience, knowledge, skills, and abilities to perform the duties of the job and maintain Customer Service department goals

Provide basic technical support of company products, services, and applications to internal HealthFitness staff

Assist with troubleshooting participant web site issues

Uses general knowledge of HTML to perform basic support requests

Assist with coordination of fulfillment obligations

May perform data entry and assist with data entry projects

Support Tier II and III staff with client implementations as needed

Provide routine administrative and clerical support

Assists in modifying and improving customer service systems, workflow and polices

Performs other tasks and obligations when delegated by management

Maintain personal and group calendars and coordinates schedules and events as needed

Primary job functions do not typically require independent judgment

Helps with basic client implementation tasks related to new client on boarding efforts

QUALIFICATIONS & REQUIREMENTS
The following minimum qualifications are required in order to an individual to perform the essential duties and responsibilities of this job:

Education, Experience and Certifications:

High School Diploma or GED and at least 2 years of experience in a customer service environment

Proficiency with Internet Explorer and MS Word is required, experience with Excel and Outlook is preferred

Inbound call center experience or equivalent is preferred

Previous technical software support experience is not required, but highly desired

Bi-Lingual (English/Spanish)

Other Knowledge, Skills & Abilities:

Demonstrated ability to be a team player, follow direction, and have an enthusiastic and positive attitude

Active listener and communicator with a clear and pleasant speaking voice demonstrating a strong focus to customer service

Courteous and patient individual that is a motivated self-starter

Organized, detail oriented, and be punctual to work, meetings, and training sessions

Ability to work independently, problem solve, and make decisions with minimal supervision

Ability to adapt to frequent changes, delays, and unexpected events

Exercise good judgment, keeping in mind company policies and procedures

Ability to easily learn and accurately enter data in a computer software application for program documentation

HOW TO CONTACT US

The success of HealthFitness is dependent on the quality and service provided by our employees. As such, HealthFitness’ commitment to our associates is exemplified by one of the best combined compensation and benefits packages in the industry. If you are interested in a career with HealthFitness, please apply directly at: https://hostedjobs.openhire.com/epostings/submit.cfm?fuseaction=app.jobinfo&jobid=291042&company_id=15808&version=1&source=ONLINE&jobOwner=1011482&aid=1
If you are unable to apply on-line, you may send your resume indicating your position of interest via fax to (952) 897-5096. For more information on HealthFitness, please visit our website www.hfit.com.