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 Rep Fitness supplies strength and conditioning equipment for homes and businesses. It was founded in 2012, and is headquartered in Westminster, Colorado, USA, with a workforce of 51-200 employees. Its website is