ABOUT THE ROLE 

Peloton is seeking a Service & Repair Specialist to join our Plano based HQ team. In this role you will be interacting with our 3PL Repair technicians, who repair all Peloton products in Members homes today, as well as our 3PL Delivery teams, who set up and install our product in Members homes. You will also interact with our 1P Partners (Amazon and Dicks Sporting Goods) from time to time for order processing and scheduling. You will serve as the subject matter expert and point of contact for our 3PL Repair, Install providers, Member Support associates, and cross-functional teams. As a Service & Repair Specialist you will be responsible for providing real-time guidance to our patterns and stakeholders, and you will have the ability to showcase and grow your skill set while supporting our Members. Peloton is seeking a problem solver who is committed to improving the overall experience for our Members and is open to a role that continues to evolve over time. 

YOUR DAILY IMPACT AT PELOTON 

• Serve as the point of contact and problem solver at all stages of the delivery and repair process (Order creation, rescheduling requests, system changes, escalations, technician support etc.)
• Process and create new orders for our delivery, retail, 1P, and 3P Teams or channels
• Perform ticketing and queue management duties by creating, reviewing, and modifying reporting to drive efficient Member experiences 
• Regularly review appointment scheduling systems, identify potential issues and provide updates/ coaching to our internal and external partners. 
• Level 2 technical support; Have the ability to utilize troubleshooting steps and/or resources to resolve Members technical concern via technicians, up to and including requesting additional content (videos, pictures, etc.) from our Members. 
• Manage multiple lines of work and prioritize business needs, while processing orders (parts sales, order creations, and customer account updates) and working multiple channels of communication (Emails, Chats, and Phones). 
• Use data to help Peloton drive continuous improvement to processes and procedures. In continued partnership with internal and external cross-functional teams - work to improve, refine, and develop process improvements to close gaps and eliminate recurring pain points for our Members. 
• Fulfill job responsibilities, other duties, and complete special projects as assigned to support business needs. 
• Remain flexible and be comfortable with change as our business continues to evolve
• Be a thought leader focused on providing continual growth opportunities as we evolve the Member Experience from initial contact, to delivery, through the repair experience
• Provide real time guidance to Member Support and act as a subject matter expert regarding product and processes, including providing feedback to leadership and peers regarding the diagnosis and repair processes. 
• Operate with a Bias for action and a strong sense of ownership to resolve Member disputes varying in nature that include, but are not limited to: part(s), components, 3PL escalations and or more. Focus on resolving their technical requests, and/or escalate more complex repairs with our Field Quality team. 

YOU BRING TO PELOTON 

• Good interpersonal skills and ability to influence internal and external Members to get results
• Strong quantitative, analytical and critical thinking skills with demonstrated use of data and metrics to drive decision making and continuous improvement 
• Experience providing excellent customer support via multiple communication channels while maintaining attention to detail for accuracy (Emails, Chats, Phones, Etc.) 
• At least 1 year of experience in technical support or a customer service role
• Demonstrated ability to balance competing priorities and prioritize tasks effectively.
• An outgoing, dynamic personality with excellent communication skills 
• Comfortable learning new hardware and software systems 
• Comprehensive computing skills (Email, MS Office, Google Suite, Salesforce, Etc.)
• Work well both independently and in a team atmosphere 
• You demonstrate great judgment and are eager to learn 
• Experience providing excellent customer support via multiple communication channels while maintaining attention to detail for accuracy (Emails, Chats, Phones, Ect.)

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