Cycling Sports Group:
Customer Service Representative Job in Wilton, VT
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Closed
Wilton, VT
Full-time
About the job
Join Our Team! Big companies dont make great bikes. Great people do. We help people make the most of their bike ride by creating some of the most original, easy to enjoy, and best performing bicycle products.
We make bikes for everybody as cycling develops and grows worldwide, were looking for more great people to join us. If youre looking to enjoy working in a culture of innovation with a team of like-minded people, then we may have something for you here.
If you love riding bikes as much as we do, then were already on the same page. Lets see what we can create together.
Others Served:
Inside Sales Reps, Outside Account Managers, Warranty/Tech Reps
Position Summary:
The Customer Service Representative is our first point of contact with our end consumer. The right person for this job has a mix of high energy, attention to detail and a dedication to providing best in class customer service. The CSR answers inbound phone calls and responds to communication from our North American consumers and dealers in a professional and timely manner. The CSR must be able to successfully resolve escalated customer issues and provide superior customer service.
Responsibilities:
Operates as Customer Service support for the Cannondale brand.
Answers inbound telephone calls from riders and North American dealer base.
Ensures a positive brand experience for consumers through knowledgeable responses to rider email inquiries, live chats, and social media messages through Zendesk.
Provides customers/dealers with technical bicycle related product information.
Provides customers/dealers with information specific to our brands.
Identifies, researches, and resolves rider issues.
Provides pre-purchasing advice to riders via phone, live chat, and e-mail.
Acts as primary point of contact for all outside calls, dealer inquiries, and customer service issues and direct them to appropriate staff.
Creates and edits technical documents that can be disseminated for internal and external use.
Creates and maintains updates to consumer knowledge base.
Presents and distributes product, technical and other company information to staff members.
Recognizes, documents, and alerts the team leader of trends in customer calls.
Recommends process improvements.
Assists supervisor with on-the-job training for new employees.
Projects a professional company image through all lines of communication.
Follows internal controls and company policies as set by company and job function.
Contributes to the success of company by leading or assisting with other projects and tasks as assigned.
Follow internal controls and company policies as set by company and job function.
Contribute to the success of company by leading or assisting with other projects and tasks as assigned
Key Competencies:
Active Listening: Effective performers offer their full attention when others speak. They listen actively, giving verbal and nonverbal cues of their interest. When the speaker has finished, they paraphrase what was said to ensure understanding.
Problem Solving & Decision Making: Effective performers are able to identify problems, solve them, act decisively, and show good judgement. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgement.
Customer Orientation: Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs. They continually seek information and understanding regarding market trends.
Industry Knowledge: Effective performers understand the general workings of the industry within which the organization functions. They monitor activities and trends within these arenas and maintain a current knowledge base. They use this knowledge to further the organization's goals.
Team Player: Effective performers are team oriented. They identify with the larger organizational team and their role within it. They share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agendas as more important than local or personal goals.
Positive Impact: Effective performers make positive impressions on those around them. they are personable, self-confident, and generally likeable. They are optimistic and enthusiastic about what they do, and their excitement is contagious. They energize those around them.
Essential Qualifications:
High School diploma or equivalent with 1-2 years experience in a call center or customer service environment.
Must have excellent verbal and written communication skills.
Must be proficient in Microsoft Office and have the ability to learn customer service software applications.
Basic bicycle technical knowledge required.
Must be flexible to work a varied full time schedule during the hours of 9:00am to 6:00pm ET-Monday-Friday.
Physical Demands:
Working conditions are normal for an office environment.
Must be able to sit for extended periods of time
Must be able to use a computer keyboard and view a monitor for extended periods of time
We make bikes for everybody as cycling develops and grows worldwide, were looking for more great people to join us. If youre looking to enjoy working in a culture of innovation with a team of like-minded people, then we may have something for you here.
If you love riding bikes as much as we do, then were already on the same page. Lets see what we can create together.
Others Served:
Inside Sales Reps, Outside Account Managers, Warranty/Tech Reps
Position Summary:
The Customer Service Representative is our first point of contact with our end consumer. The right person for this job has a mix of high energy, attention to detail and a dedication to providing best in class customer service. The CSR answers inbound phone calls and responds to communication from our North American consumers and dealers in a professional and timely manner. The CSR must be able to successfully resolve escalated customer issues and provide superior customer service.
Responsibilities:
Operates as Customer Service support for the Cannondale brand.
Answers inbound telephone calls from riders and North American dealer base.
Ensures a positive brand experience for consumers through knowledgeable responses to rider email inquiries, live chats, and social media messages through Zendesk.
Provides customers/dealers with technical bicycle related product information.
Provides customers/dealers with information specific to our brands.
Identifies, researches, and resolves rider issues.
Provides pre-purchasing advice to riders via phone, live chat, and e-mail.
Acts as primary point of contact for all outside calls, dealer inquiries, and customer service issues and direct them to appropriate staff.
Creates and edits technical documents that can be disseminated for internal and external use.
Creates and maintains updates to consumer knowledge base.
Presents and distributes product, technical and other company information to staff members.
Recognizes, documents, and alerts the team leader of trends in customer calls.
Recommends process improvements.
Assists supervisor with on-the-job training for new employees.
Projects a professional company image through all lines of communication.
Follows internal controls and company policies as set by company and job function.
Contributes to the success of company by leading or assisting with other projects and tasks as assigned.
Follow internal controls and company policies as set by company and job function.
Contribute to the success of company by leading or assisting with other projects and tasks as assigned
Key Competencies:
Active Listening: Effective performers offer their full attention when others speak. They listen actively, giving verbal and nonverbal cues of their interest. When the speaker has finished, they paraphrase what was said to ensure understanding.
Problem Solving & Decision Making: Effective performers are able to identify problems, solve them, act decisively, and show good judgement. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgement.
Customer Orientation: Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs. They continually seek information and understanding regarding market trends.
Industry Knowledge: Effective performers understand the general workings of the industry within which the organization functions. They monitor activities and trends within these arenas and maintain a current knowledge base. They use this knowledge to further the organization's goals.
Team Player: Effective performers are team oriented. They identify with the larger organizational team and their role within it. They share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agendas as more important than local or personal goals.
Positive Impact: Effective performers make positive impressions on those around them. they are personable, self-confident, and generally likeable. They are optimistic and enthusiastic about what they do, and their excitement is contagious. They energize those around them.
Essential Qualifications:
High School diploma or equivalent with 1-2 years experience in a call center or customer service environment.
Must have excellent verbal and written communication skills.
Must be proficient in Microsoft Office and have the ability to learn customer service software applications.
Basic bicycle technical knowledge required.
Must be flexible to work a varied full time schedule during the hours of 9:00am to 6:00pm ET-Monday-Friday.
Physical Demands:
Working conditions are normal for an office environment.
Must be able to sit for extended periods of time
Must be able to use a computer keyboard and view a monitor for extended periods of time