Customer Service Representative

Do you have a passion for fitness and education? Do you enjoy a fast paced work environment in a dynamic industry with an industry leader? Then join a team that partners with most of the premier sports organizations, helps transform lives and was recognized by the Arizona Business Journal as a 2020 Best Places to Work and earned the 2020 Healthiest Employers Award.

With fast paced growth, National Academy of Sports Medicine (NASM) is adding new talented professionals. We are hiring a Customer Service Representative reporting to the Customer Service Manager. The Customer Service Representative will join the team and engage with customers to provide support on their journey with NASM.

NASM, a brand of Ascend Learning, provides science-based continuing education options for fitness professionals. We're dedicated to helping fitness enthusiasts become fitness professionals and fitness professionals to realize their dreams. For over 38 Years, we have had the honor of educating fitness professionals who have helped change millions of lives.

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K. Ready to grow your career?

The Customer Service Representative will have responsibility for engaging with NASM and AFAA members in a contact center environment to provide post-sales support.

The Perks:

• Additional compensation for CPT and/or bilingual
• On-site gym outfitted by Hyperice, TRX, Freemotion, and state-of-the-art fitness tools
• Daily voluntary virtual workouts: full body strength, yoga, meditation, mid-morning movement
• Complementary access to best-in-class content and gold standard certifications and credentials + $500 bonus upon passing CPT exam
• No dress code
• Flexible and generous paid time off policy
• Market competitive 401k with matching
• Dedicated training
• 12 paid holidays
• Tuition reimbursement, generous medical, dental & vision plans
• Community outreach and company sports teams

Responsibilities:

• Provide accurate, friendly, and responsive service to NASM and AFAA members that meet or exceed Service Level Agreements.
• Resolve incoming member requests and inquires via telephone, email, and/or social media.
• Provide light technical support for members including UN/PW resets, browser/operating compatibility evaluation and courseware tutorials.
• Process in-policy member requests for cancellations and retests, and make resolution-oriented and fair recommendations for out-of-policy requests.
• Fully document inquiries and resolutions.
• Identify and report unusual inquiry trends.
• Work in our Gilbert office
• Actively participate in development opportunities which potentially include exposure to other functional roles such as sales and industry leading education.

Preferred Skills and Experience:

• Customer and resolution focused interpersonal skills.
• Prioritization and multitasking skills, as well as oral and written communication skills.
• Experience navigating various business systems to support customer inquiries.
• Problem solving skills.
• Interest in fitness and training preferred.
• Certified Personal Training (CPT certification) highly desired.

Minimum Basic Qualifications:

• 2+ years of customer service experience
• High school degree or equivalent

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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