Customer Service Representative - InCycle - Pomona, CA
Customer Service Representative - InCycle - Pomona, CA
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Job Description
ABOUT SPECIALIZED
Innovation has guided our every decision since 1974. As more riders of all ages get on the roads trails and streets than ever before were here to do the best work of our lives to push the greatest human powered machine into the future each day. Were a team of barrier-breakers disrupters and problem solvers. Were committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.
At Specialized our teammates are encouraged to explore roles in a variety of functions throughout their careers. We value curiosity a desire to try new things and an eagerness to learn about all aspects of the business. No matter where you begin with the company you get to decide how far you want to go. Join us in making the world a better place through the power of bicycles and build your dream career at the same time!
JOB SUMMARY
A Specialized Customer Service Representative will be enhancing the riders overall store experience working directly with riders and teammates as brand advocate and customer service ace.
What Youll be doing:
- Provide pre-and post-sales technical support for Incycle Bicycles Customers including online in-store and potential future customers via phone or e-mail
- Provide timely and accurate sales support to our online customers as well as offering general assistance to our local customers regarding store procedures and booking rental and fit appointments
- Provide timely and accurate technical support to our online and local consumers
- Communicate with customers via inbound outbound phone calls and email
- Communicate with customers via internet contact
- Respond to customer service tickets; submitted via email the website and occasionally social media
- Maintain accurate customer data and product issue data in ticketing system
- Provide exceptional customer experience in all communications with customers
- Stay up to date on internal communication regarding our product updates relevant competitor products industry developments internal processes customer facing processes warranty and other technical support processes trouble-shooting techniques and other relevant information
- Participate in Customer Service team meetings and trainings
What Youll need to win:
- Knowledge of and experience with common bicycle drivetrains and components and overall general Bicycle Knowledge
- Able to walk customers through mechanical troubleshooting processes in a manner that enables them to perform troubleshooting effectively
- Able to empathize with frustrated or emotional customers in a manner that calms them down and works towards a productive solution
- High level of organizational skills
- High level of flexibility and creative problem-solving
- Ability to work independently and self-manage duties and tasks
- Ability to use customer management and order processing systems with training
- High level of communication and interpersonal skills including high-volume telephone and written correspondence
- Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals
- Ability to write routine reports and correspondence
- Ability to speak effectively with customers or employees of Incycle Bicycles and manufacturers/vendors that we work with
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written oral diagram or schedule form
POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time in-office position. Core office hours are Monday through Friday 8:30 a.m. to 5:00 p.m. This position may require overtime
TELL ME MORE
- Competitive health care (Medical PPO or HDHP)*
- Dental*
- Vision*
- Health Savings Account (HSA)
- Short and Long Term Disability
- Company sponsored life insurance
- Optional Term Life Insurance
- Optional Critical Illness insurance
- Optional Critical Accident insurance
- Competitive vacation package*
- 401(k) with match
- 8 Weeks paid parental leave
- Paid company holidays
- Employee discounts on all product
- Deep partner retail discounts
- Fitness & Events Reimbursement
- Employee Assistance Program
- Commuter Benefits *if applicable in state
- Family & Friends Discount
*For eligible employees
Compensation: $16.50-$20/hr
Here at Specialized we believe that bikes have the power to change lives. Our culture is one of passion striving to break barriers and have a positive impact on the world
We want to increase representation of all races genders and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone especially those from marginalized groups to apply to our job postings and help us earn the position as the riders brand of choice. We are always looking for creative innovative and passionate people who are eager to contribute to our mission of pedaling the planet forward. Regardless of your qualifications if you are ready to make a difference please apply and let us know how you can make an impact at Specialized
Required Experience:
Unclear Seniority
Employment Type
Full-Time
