Customer Support Representative

About REP:

REP designs world-class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart. 

We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment. 

At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like-minded individuals fuels creative energy and fosters a fun and collaborative work environment. This role is based in our state-of-the-art headquarters with a bright, spacious, shared workspace; scenic views of the Rocky Mountains; and a kitchen always stocked with healthy snacks, protein powder, and coffee.  We offer a hybrid work environment with a minimum of three days in the office, but there’s flexibility about which days and hours.

Our Core Values:

• Think Like a Customer - We empathize with our customers; understand the 'why' behind every decision we make
• Progress not Perfection - We don't let perfect get in the way of good; we are better today than we were yesterday
• Positive Attitude - Be a glass half-full kind of person and remember to have fun
• Teamwork without Ego - We put the team above ourselves; we only win together
• Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it

About This Role:

We're looking for a Customer Service Representative to join our support team at REP Fitness. You’ll be the frontline ambassador for our brand, providing exceptional service to our customers through phone, chat, and email. You’ll be responsible for fielding a broad range of product questions, troubleshooting issues, and ensuring that our customers have a positive, seamless experience. In this role you’re a utility player, embodying your versatility, adaptability, & shared passion for fitness while helping our customers throughout their home gym journey.

**Your first 4–5 weeks of employment will follow a Monday–Friday 9am-5pm training schedule. Following this period, there will be two shift needs; Monday-Friday 9am-5pm or Tuesday-Friday 9am-5pm, Saturday 8am-4pm depending on business needs. 

Essential Function: include the following. Other duties may be assigned.   

• 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.

What You Will Bring:

We’re looking for someone who’s passionate about supporting customers and brings a strong mix of hands-on skills, curiosity, and collaboration.

To thrive in this role, you’ll bring:

• 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.

Education and/or Experience:

• Associate’s degree, completion of a technical program, or equivalent relevant experience.
• 1 year experience in a customer service or customer support role.
• Experience with tools like Shopify, NetSuite, Kustomer, or Aircall (preferred).
• Background in e-commerce, retail, logistics, or another customer-facing environment (preferred).

Core Competencies:

Action Oriented- Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

Resourcefulness- Securing and deploying resources effectively and efficiently.

Collaborates- Building partnerships and working collaboratively with others to meet shared objectives.

Self-Development- Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Communicates Effectively-Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Situational Adaptability- Knowing that every situation is and can be very different and knowing how to adapt to find a solution.

Instills Trust- Gaining confidence and trust of others through honesty, integrity, and authenticity.

What's In It for You:

Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment.

We offer an exceptional compensation package which includes:

Compensation base range: $21.00 - $22.00 per hour ($43,680.00 - $45,760.00 annual) with potential company bonus

Day One 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)

Recharge Yourself!

• 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

Pump-up Perks!

• 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

PHYSICAL REQUIREMENTS:

The physical 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.

While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate the computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions.  The employee is frequently required to talk, hear, and bend and twist neck. The employee may occasionally lift and/or move up to 25 pounds and rarely lift and/or move up to 100 pounds assisted.  Specific vision abilities required by this job include close vision and distance vision.

REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, REP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 

This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at REP.