Customer Experience Lead Strategic & Hospitality Accounts (61497)

At Core Health & Fitness , our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like StairMaster , Schwinn , Nautilus , Star Trac , Throwdown , Wexer , Gym Rax and were still growing. We press into the future of fitness to ensure the creation of quality products and programming that meet the needs of an ever-evolving industry.

At Core we are committed to building an energetic, diverse, and inclusive workspace. We value our differences and see community strength in diversity and representation. Were always on the lookout for innovators, dreamers and doers who are passionate about fitness and wellbeing. We explore all opportunities to improve ourselves, our business partners, and our communities. If youre looking for a fulfilling career in helping people, find the best version of themselves, youve come to the right place.

We are looking for a Customer Experience Lead Strategic & Hospitality Accounts to join our growing organization!

Qualifications

General Position Summary

The Customer Experience Lead – Strategic Accounts owns day-to-day customer experience for assigned strategic and hospitality accounts, including escalated post-install service cases, installation coordination, order and shipment follow-up, and issue resolution. The role serves as a consistent point of contact for customers and internal partners, tracks commitments through completion, and identifies recurring issues that affect account performance. The lead performs the full responsibilities of a Customer Experience Lead for the assigned portfolio while supporting onboarding and account transitions associated with business growth and acquisitions.

- Essential Functions / Major Responsibilities

- Strategic Account Support

Manage incoming requests for assigned accounts across phone, email, chat, and Salesforce; respond promptly and maintain clear, accurate communication.

- Build working relationships with account contacts and understand their locations, service expectations, escalation paths, and operating requirements.

- Own cases from intake to resolution, coordinate next steps, communicate status and timing, and confirm that issues are resolved.

- Handle sensitive escalations with urgency and sound judgment; involve the supervisor and appropriate partners when decisions exceed role authority.

- Support newly acquired or transitioned accounts by documenting contacts, open issues, service requirements, and handoff needs

- Service and Installation Coordination

Coordinate with installation management, field service, third-party providers, Sales, Sales Operations, Logistics, and Parts to resolve scheduling, delivery, installation, warranty, and service issues.

- Track work orders, equipment and parts availability, shipments, site readiness, and outstanding customer commitments; follow up until the agreed action is complete.

- Ensure account-specific requirements and customer communications are documented and visible to the teams performing the work.

- Identify delays or repeated failures early, escalate risks, and help coordinate a practical recovery plan.

Operational Accuracy and Improvement

- Maintain complete and accurate Salesforce cases, work orders, account notes, and follow-up tasks in accordance with team procedures.

- Monitor response times, case aging, resolution, customer feedback, and account trends; share actionable findings with the supervisor.

- Apply established service and installation processes consistently, and recommend improvements where handoffs or recurring issues create avoidable work.

- Help train new team members on account requirements and serve as a knowledgeable backup within the Customer Experience team

- Strategic Initiatives

Contribute to service strategy, risk-mitigation pillars, and predictive insights that enhance customer retention and operational efficiency.

- Support global alignment initiatives, ensuring consistency across regions.

Specific Job Requirements

- Strong customer communication, organization, follow-through, and problem-solving skills, including the ability to manage multiple urgent requests.

- Ability to work across departments, clarify ownership, and explain technical or operational issues in plain language.

- Experience using a CRM to document interactions, manage case queues, monitor service levels, and track commitments; Salesforce experience preferred.

- Working knowledge of service, installation, logistics, and warranty workflows; ability to learn electromechanical fitness equipment and common troubleshooting practices.

- Sound judgment with confidential account information and a consistent sense of urgency and accountability

Education and Experience Requirements

- Bachelors degree or equivalent relevant experience in customer support, service operations, account coordination, or a related field.

- Experience supporting customers or business accounts in a service environment; experience with strategic, multi-location, or hospitality accounts preferred.

- Experience coordinating cross-functional resolution of service issues and preparing clear case documentation

- Job Specific Competencies

Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedures to solve customer problems, understands company products and services, maintains pleasant and professional image.

- Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

- Problem Solving/Analysis - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.

- Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.

- Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality pro

- Working Conditions

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require:

- Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items - The employee is occasionally required to stand, walk, sit, and reach with hands and arms; and stoop, kneel, crouch, or crawl. Requires the ability to move around and maneuver products when necessary. Occasionally lifts and carries items weighing up to 50 pounds

- Walking and Standing - Requires moving around

- Requires corrected vision and hearing to normal range

- Requires working under stressful conditions or working irregular hours

- Work Environment

- Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions: work performed in an office environment. Involves frequent interaction with internal and external customers.

Position Status

Level Staff

FLSA Non-Exempt

Supervises None

This job description reflects managements assignment of essential functions. It is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the employee might differ from those outlined in the above job description and, other duties as assigned, might be part of the role. It does not restrict the tasks that may be assigned nor is it considered a contract of employment overriding at-will employment.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Core Health& Fitness is an equal opportunity employer that does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, gender expression, creed, disabled veteran status, marital status, or Vietnam-era veteran status. If you are a person with a disability and you need assistance in applying for a position with Core Health & Fitness, please contact our Human Resources department at [email protected] and direct assistance will be provided.