Each month, Gym Source features an employee who exemplifies the passion for fitness innovation and dedication to customer service for which the company is known.
Employee: Eileen Avila, Southeast Regional Service Manager
Location: Florida, Maryland, Arizona and Georgia
Quote: “Our customers depend on these machines as part of their daily routine. To some of our customers their machines are just as important as eating and sleeping!”
Eileen Avila is Gym Source’s Southeast Regional Service Manager. Her attention to detail and stellar problem-solving skills help Gym Source clients every day. “I enjoy finding resolutions to customer’s problems,” she explains.
Eileen started working for Gym Source as a customer service representative six years ago and worked her way up to her current position. She manages the service departments in Florida, Maryland, Arizona and will be responsible for the service department in Gym Source’s newest operations center in Georgia.
Eileen grew up in Miami, Florida. She received her college degree in education and worked as a teacher for a few years. She changed her career focus to the accounting and service industry and after establishing herself as a service expert with several companies she was contacted by Gym Source. “I was really excited about the opportunity to work with Gym Source,” she says. “I researched all about the company the night before the interview. Within three days, I landed the job and was on a plane to Maryland for customer service training.”
When asked what she loves best about her job she says, “Happy customers!” One of Eileen’s favorite customer service success stories took place in the Mid-Atlantic region. As part of her job, Eileen needs to know each machine’s warranty policy inside and out. In this case, she was able to save a Gym Source client a great deal of money. “A customer called in regards to an 8 year old Cybex Arc Trainer she had purchased. She said the frame had been damaged and was requesting a quote for a new unit,” Eileen explains. “Right away I knew that Cybex frames have at least a 10 year frame warranty. I requested pictures of the damaged frame from the customer and within 2 hours had received an RMA from Cybex providing the customer with a brand new Arc Trainer with brand new warranty terms. The customer was thrilled! She was ready to spend thousands on a brand new unit neglecting the frame warranty that came along with her unit.” Eileen’s thorough knowledge of the warranty’s fine print helped this client save thousands of dollars!
Eileen is truly dedicated to helping customers and making sure all service department personnel follow her example. Her expert leadership is one of the many reasons Gym Source is able to offer superior service for all of our clients.