Software Customer Support Profile: Jazmyn “Jaz” Sewell
Our most recent hire, Gym Insight employee Jaz Sewell, may possess the ultimate personality for software customer service. She’s calm under pressure, enjoys extreme adventures, and is a self-proclaimed nerd.
In other words — the perfect employee for Gym Insight. Jaz joined us in December after spending 10 years as a supervisor at a juvenile detention facility. The intense work drew on her quick thinking skills at defusing high-stress situations.
Unfortunately, the supervisory position also came with a 100-mile round-trip commute and regular graveyard shifts. Now a mother of a two-year-old girl, she was drawn to Gym Insight’s work-life flexibility and the opportunity to rejoin the fitness industry. Gym Insight is sort of a coming home story for her, as athletics and outdoor fitness are her first love. Prior to working in juvenile detention, Jaz ran two Anytime Fitness locations.
What was her first impression of Gym Insight software?
How the development team strives to integrate multiple features under a single platform. During Jaz’s tenure at Anytime Fitness, running the clubs required juggling three seperate software programs.
What are your primary duties as customer support?
Our responsibilities are all-encompassing, she explains. Gym Insight is a rapidly growing company and, as such, everyone works together and communicates daily through a morning meeting. Answering customer calls is Jaz’s first responsibility. This quick-fire experience involves fielding calls from long-standing customers, vendors, and merchant providers, attempting to answer every inquiry as thoroughly as possible.
In between all this, the support team heads new-customer onboarding. Jaz and the team aim to provide every new customer with three, one-hour training sessions throughout the onboarding process.
Ensuring customers know how to use the software is an overarching goal. “Some [gym management software] companies are content letting the customer come to them,” she explains. “At Gym Insight, even though we don’t expect everyone to be a nerd like us, we want the customer using the software effectively.”
As a software customer support tech, what is her favorite feature?
The account history logs, because a manager can go in and see every change made to an account and identify who took each step. Once familiar with it, gym owners love the feature, she explains. With the account history logs, they can go straight to the source of an error, saving time and effort.
Why is she excited to work for Gym Insight?
Because “everyone jumps in and works together to solve a customer’s problems,” Jaz says. When a door controller goes down, for example, the development team immediately addresses it, attempting to fix the problem as soon as possible. The teams, as well, can view the customer’s back-end system, which makes identifying and solving problems easier. In fact, from time to time, the development team will notice something wonky going on with a customer — say, a double billing — and brings it to the customer service rep’s attention. The support team then contacts the customer and instigates a training session, if necessary.
Did we mention Jaz is an adventurer?
In her free time, Jaz and her husband enjoy exploring in their Polaris Ranger UTV, a hulking off-road machine capable of scaling frozen mountain ranges. For years, her husband crewed with an off-road desert racing team, and together they toured the western United States. Now that they’ve settled down a bit on their 40-acre homestead, goats, horses and more dogs are on the to-do list. And, maybe, extra time with that adorable little baby!
Gym Insight
We are so excited to add Jaz to our team. Our award-winning gym management software is easy to learn, but it also takes a special person to teach anything — especially software. Her people skills and sharp, intuitive understanding of our industry make her a valuable addition. With Gym Insight, users benefit from a streamlined, fully integrated software system. Our Sales Guru tablet-based product, digital keytags, member management and class scheduling tools, and free Member’s App are but a few of our features supporting busy gym owners. It’s a wonderful, healthy world out there, and we are privileged to share the journey with you. Call us today at 855-FOR-GYMS (855-367-4967) for a free demo of our product. Gosh, you might just speak with Jaz, too!