Customer Service - Bicycle, Skateboard, Paddle, Sporting Goods

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

• An attention to detail

• 1-2 years of bike mechanic experience

• Familiarity with online customer service ticketing systems is a plus

• High school diploma or equivalent, AA preferred

• Proof of legal residency

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Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Experience:

• Customer Service: 1 year (Required)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Paid time off