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Newbury Park, CA

Full-time | Customer Service, Ecommerce, Operations, Retail, Retail - Management, Retail - Merchandising

$18 - $20 annual

About the job

We sell FUN at Giant Bicycles and want you to join our team!

Giant Bicycle Inc. is the exclusive distributor for Giant Manufacturing, the world’s largest manufacturer of performance bicycles under the brand names Giant, Liv, Momentum, and CADEX components; found at select specialty stores throughout America.

Our Newbury Park HQ, complete with a 10,000 sq/ft bike showroom, gym area, plus showers is close to fantastic bike routes where we host various company rides all year.

We also take care of our family with excellent benefits starting with covering 90% of medical premiums, a generous 401K plan, profit sharing opportunity, 11 days of paid holidays, and a discount on bicycles and accessories.

We’re also working to make a difference in planet and human health by supporting eco-friendly programs, promoting Diversity, Equity, and Inclusion initiatives, and supporting as many bicycle programs focused on getting more people on bikes and working to create safer bicycle routes across the US.

If all of this sounds good to you, check out these great jobs. Together, let’s make the world a better place!

Giant Bicycle Inc. is committed to fostering a diverse workforce and maintaining for all employees. From recruiting practices, to pay and benefits, promotions, and all other aspects of employment with us, an environment of equity is of the utmost importance.

We are looking for a Consumer Support Specialist to join the team at headquarters in Newbury Park, Ca.

Job Summary:

The Consumer Support Specialist is directly responsible for all aspects of the consumer service function of Giant’s B2C sales portal -- ensuring consumers are engaged with Giant and have an excellent experience with Giant’s online platforms. Responsibilities include engaging consumers via email, phone, social media and Live Chat. In addition, the Consumer Support Specialist will assist with consumer feedback on Giant and Liv products.

This position partners with Inside Sales, E-Commerce, Quality Assurance, and Product departments to deliver excellent service to consumers.

Essential Duties and Responsibilities:
• Live Chat Lead Agent, an available agent between 80-90% of work hours
• Answers consumer questions and engages with WebLink consumers via Live Chat.
• Point of contact for all general consumer questions.
• Responsible for creating and maintaining a “knowledge bank” of consumer responses
• Assist Quality Assurance with consumer warranty claims and administrative duties.
• Engage other departments (Product, Marketing, QA, and Sales) to answer consumer questions and build Giant’s knowledge base.
• Process consumer 60 Day Satisfaction guarantee claims
• Process consumer Helmet Crash Replacement claims
• Provide backup support for E-Commerce consumer service (phone support)
• Provide responses to consumer inquiries on social media accounts for Giant and Liv
• Provide and maintain responses to consumer product reviews

Qualifications:
• 3+ years of retail selling experience.
• B.A. /B.S. or equivalent work experience.
• Must have consumer service experience.
• Must have bicycle product technical knowledge.
• High level of organizational skills, integrity, honesty and strong work ethic.
• Excellent computer skills in MS Windows-based applications.
• Be results oriented always in everything you do – all of our actions should support an immediate and profitable result.
• Must be able to handle at once multiple projects successfully.
• Work independently, effectively prioritize and manage your time.
• High level of self-motivation, self-discipline, and dedication to the job.
• Good business judgment – able to make consistent, logical and practical decisions on behalf of Giant.
• Passionate about providing incredible consumer support and innovative problem-solving skills.
• Excellent written and verbal communication skills.
• Flexible, willing to adapt and accept change in a fun, fast-paced environment.

Position is a non-exempt full time and located at our corporate office in Newbury Park, CA. No remote opportunity.
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