Position Summary: The Customer Service Representative is our first point of contact with our end consumer and dealer base. 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 telephone 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.
Operates as Customer Service support for the following cycling brands; Cannondale, GT, Schwinn, and Fabric.
Answers inbound telephone calls from end consumers and North American dealer base.
Ensures a positive brand experience for consumers through knowledgeable responses to consumer email inquiries and live chats.
Provides customers/dealers with technical bicycle related product information.
Provides customers/dealers with information specific to our brands.
Identifies, researches, and resolves customer issues.
Provides purchasing advice to potential customers.
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.
Places sales calls to existing dealer base and enter sales orders as needed
Recommends process improvements.
Assists supervisor with on-the-job training for new employees.
Projects a professional company image through all lines of communication..
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 8:00pm ET-Monday-Friday.
Associates degree or some college preferred.
2- 5 years experience working in bicycle shop or completion of bicycle mechanics training program and 1-2 years shop experience.
Passion for Cycling and the Cycling Industry.
The candidate should be self-motivated, highly flexible, and have the ability to work well under pressure in a fast paced demanding environment. Desire to advance within the industry is a plus.
Experience using SAP is a plus.
Experience using Zendesk is a plus.
Working conditions are normal for an office environment
Must be able to sit for long periods of time and use a telephone and computer