Customer Support Representative

REP Fitness is a company that designs innovative gym equipment and is expanding into apparel and supplements. They are seeking a Customer Support Representative to provide exceptional service through various communication channels, ensuring customers have a positive experience with their products.

Responsibilities

• Deliver world-class customer service primarily through email, chat, and phone, with empathy, efficiency, and professionalism
• Respond promptly to customer inquiries and issues, taking initiative to investigate and resolve problems with a solutions-oriented mindset
• Take ownership of customer interactions, ensuring timely follow-up and clear, thoughtful communication throughout the customer journey
• Maintain accurate and detailed records of customer interactions using internal tools and systems
• Communicate clearly and effectively—both verbally and in writing—with customers and internal teams to ensure seamless resolution of customer needs
• Embrace ambiguity and adapt to evolving policies, products, and processes with a flexible and positive attitude
• Proactively seek out learning opportunities, feedback, and training to continuously grow and improve skills
• Contribute to a customer-centric culture by identifying trends, escalating recurring issues, and suggesting improvements to enhance the customer experience
• Demonstrate curiosity, initiative, and a desire to go above and beyond in creating meaningful experiences for customers

Skills

• A customer-first mindset with excellent written and verbal communication skills—you're clear, professional, and empathetic in every interaction
• Experience managing conversations across email, chat, and phone, while staying organized and responsive in a fast-paced environment
• Familiarity with customer service tools (like Kustomer, Zendesk, or Salesforce), and comfort navigating between multiple systems, such as Shopify or NetSuite
• Confidence in handling order issues, billing questions, returns/exchanges, and shipping concerns with accuracy and professionalism
• Strong attention to detail, including clear documentation, accurate spelling and grammar, and organized case tracking
• Ability to stay calm under pressure and think critically to solve problems—even when there's no script
• A collaborative approach and willingness to work cross-functionally to support customers and share insights
• A growth mindset—you're curious, take initiative, and always looking to learn something new
• MS Office proficiency and the ability to learn new systems
• Associate's degree, completion of a technical program, or equivalent relevant experience
• At least one year in a customer service or support role preferred
• Experience with tools like Shopify, NetSuite, Kustomer, or Aircall (preferred)
• Background in e-commerce, retail, logistics, or another customer-facing environment (preferred)

Benefits

• Medical, Dental, Vision (Competitive Benefits Packages Available)
• Health Savings Account (HSA) with employer contributions
• Flexible Spending Account (FSA) options
• LTD/STD, Life and AD&D (100% premiums covered by REP)
• 401k and Roth options with employer match up to 4%
• Employee Assistance Program (EAP)
• 3 weeks of PTO accrued during your first year
• 48 hours of sick leave annually
• 7 paid company holidays with an additional floating holiday
• Paid Parental leave after 6 months of employment
• Birthday - Paid day off
• Unique bonus structure that rewards exceptional individual performance as well as company-wide performance
• Full access to employee gym
• Employee discount on REP equipment and apparel
• Daily snacks and drinks provided by REP (for onsite employees)
• 'Fitness' casual attire
• Company and team building events
• Professional growth and development within the organization
• LIFE-WORK balance

Company Overview