Customer Service Admin

Cheerfully interact with customers, internal support and service technicians to provide and process information in response to inquiries, concerns and requests about products and services.

II. Essential Duties & Responsibilities

• Interact directly with customers either by telephone, electronically or face to face

• Respond promptly to customer inquiries

• Handle and resolve customer fitness equipment issues by empathizing with client's situation, obtaining all necessary information to evaluate possible solutions and provide viable options

• Process orders, forms, applications and requests

• Direct requests and unresolved issues to the designated resource

• Manage customers' accounts

• Keep record of customer interactions and transactions

• Record details of inquiries, comments and complaints

• Record details of actions taken

• Manage warranty claims, billing summaries and service portals

• Communicate and coordinate with internal departments

• Follow up on customer interactions

Customer Service

• Facilitate efficient and profitable procedures within the Service Department.

• Build customer trust in company's internal and external service personnel

• Communicate with customers during the entire service request process using phone and service portal.

• Provide administrative assistance to the service technicians.

• Adhere to company call resolution metrics.

• Perform follow-up tasks for recently completed service requests.

Contracts

• Assist customers and service personnel with obtaining all necessary information to complete a contract proposal.

• Prepare new service and preventive maintenance contracts for presentation by service personnel.

• Manage contract terms, renewal periods and expirations to ensure all customers have an onsite account review prior to contract anniversaries and expirations.

• Manage contracts within service portal ensuring visibility on pending, re-occurring service visits.

• Maintain/update the equipment lists within the service portal

Dispatching

• Maintain knowledge of all pending jobs, service calls, and installation projects.

• Coordinate with Supply personnel to ensure visibility of all incoming part/material items necessary to meet onsite commitments and ensure efficient service personnel routing.

• Understand southern California city locations, freeway traffic patterns and time based travel requirements

• Develop a thorough understanding of common repair timeframes.

• Understand service response requirements, service bonus structures and 1st time fix requirements.

• Organize service routes based upon contract, service timeframe, technician ability and client preferences to optimize company resources and ensure the most efficient, profitable service routes possible.

• Control location of service technicians as they work routes.

• Assist the Supply team and the service technicians with the identification and procurement of necessary parts/materials to complete repair jobs.

• Track Jobs (construction and service) of what process/task completed

• Manage scheduling conflicts with the customers keeping the company's bottom line in focus.

• Monitor completed service requests/warranty claim forms to ensure compliance with company policies. Obtain corrections and required information to expediently close the service request/warranty claim.

• Assist service technicians with keeping customers informed of delays or directions.

• Complete special projects and cross-train in other positions as needed

Repair Parts Inventory Management

• Analyze parts received to purchase orders

• Resolve any discrepancies to ensure Pronto Gym Services' receives the correct items at the correct pricing

• Coordinate/process return to vendor materials

• Coordinate part depot repairs

III. Competencies

To perform the job successfully, an individual should demonstrate the following:

• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes

others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes

obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to

customer needs; Solicits customer feedback to improve service; Responds to requests for

service and assistance; Meets commitments

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses

intuition and experience to complement data; Designs work flows and procedures.

• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment;

Supports and explains reasoning for decisions; Includes appropriate people in decision-making

process; Makes timely decisions.

• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for

additional resources; Sets goals and objectives; Organizes or schedules other people and their

tasks; Develops realistic action plans.

• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development

opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to

others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts

success of team above own interests; Able to build morale and group commitments to goals and

objectives; Supports everyone's efforts to succeed.

• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy

and thoroughness.

• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness;

Generates suggestions for improving work; Develops innovative approaches and ideas; Presents

ideas and information in a manner that gets others' attention.

• Adaptability - Adapts to changes in the work environment; Manages competing demands;

Changes approach or method to best fit the situation; Able to deal with frequent change, delays,

or unexpected events.

• Strategic Thinking - Develops strategies to achieve organizational goals; Understands

organization's strengths & weaknesses; Analyzes market and competition; Identifies external

threats and opportunities; Adapts strategy to changing conditions.

IV. Education and Experience

• Associates degree or equivalent work experience

• Proficient in customer service principles and practices

• Proficient in all Google Business software, Adobe PDF,

V. Conditions:

• Must be able to sit for long periods of time

• Position requires use of computers, scanners & copiers

• Must have reliable transportation

Pronto Gym Services, Inc. is a complete fitness equipment service company. We specialize in preventive maintenance, supply and safety. With close to 20 years experience in the fitness industry, we pride ourselves on being highly knowledgeable and passionate about what we do.

We know service and recommend what works best for your fitness centers because we put in the time to really understand your needs. It's important to get to know your facilities and the service levels your fitness centers require. Using this information we can apply the correct service solutions needed to keep your fitness centers pristine, functional and safe.

Our Services:
Fitness Equipment Repair
Preventive Maintenance
Site Evaluations
Consumable & Accessory Re-Supply
Onsite Upholstery Repair
Equipment Moves
Equipment Installation
Audio/Video Services

Pronto Gym Services, Inc. partners with the fitness industry's top professionals, brands and dealers to offer the most innovative and in demand services for your facilities. Our consultative approach maximizes the full usage of your fitness facility.
Pronto Gym Services, Inc. has provided services to community, municipal, government, education, corporate, hospitality and commercial gyms/fitness centers throughout southern California for the past 9 years. We combine our industry leading maintenance programs with the added value of highly trained employees.

There are many unique challenges when administering multiple fitness centers, all of which we are extremely familiar with. We solve these challenges with solutions that are flexible and cost effective. Regardless of the size or quantity of fitness centers, we provide you with an optimum management solution.