Retrospec, a fast growing outdoor products company (bicycle, skateboard, paddleboard, snow, fitness) is looking for a friendly and highly competent person to fill our customer service specialist position. This person should have great interpersonal skills and a knack for problem solving. Ideally, this person will be knowledgeable about the bike industry, product mechanical aspects, and have a passion (and patience) for teaching others. This person will be primarily responsible for handling customer matters, questions, and concerns as well as other miscellaneous clerical tasks.
Job Summary:
- Receiving, researching, and responding to customer phone and on-line inquiries and issues with grace, respect, and efficiency
- Handle warranty claims, acting as a liaison between the company and the customers
- Supporting customers by answering questions relating to products, purchases, returns, and services online and offline.
- Follow up on backorders, special orders, and warranty issues to ensure customer satisfaction
- Following up with dissatisfied customers, including responding to negative reviews
- Answering customer calls with a professional and genial tone
- Processing customer returns and exchanges
- Walking customers through the assembly process via phone, email, and/or chat
- Assisting with trade and consumer shows as necessary
- Build bikes for customer/media pick-ups, company show room, and trade shows.
- Provide sales support to independent outside field reps.
- Provide follow up with other departments to ensure service standards are being met
- Communicate customer feedback to management including dissatisfaction with products or services
- Any other clerical duties assigned by office manager
- Some knowledge about bicycles will be helpful. For example; if you worked at a bike shop or sporting goods store.
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Job Requirements:
- Prior customer service experience
- Computer literacy and proficiency with Microsoft Office Suite
- Ability to handle high call volumes
- Organizational and time management skills
- A friendly personality and exceptional communication skills
- Strong verbal and written communication skills
- 1-2 years of bike mechanic experience
- Familiarity with online customer service ticketing systems is a plus
- High school diploma or equivalent, AA preferred
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Job Type: Full-time
Pay: $18.00 - $19.00 per hour
Experience:
- Customer Service: 1 year (Required)
Additional Compensation:
Work Location:
Benefits: