Customer Service Rep - Bicycle
Posted by Accell North America on 04/18/2019
Job Basics
Industry Sector: Bike, Outdoor
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: WA
City: Kent
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary:
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
Position: Customer Service
Rep
Reports to: Customer Service Manager
Location: Kent, WA
Summary: Here at Accell North America we dedicate our time to innovate design and a steadfast commitment to provide quality products at every level. The Customer Service Rep will contribute to Accell success by demonstrating the ability to perform day-to-day responsibility with limited direction and great follow through. They will be able to not only support the customer experience from beginning to end but will be able to exercise independent judgment and discretion in decisions. This person must be able to confidently communicate, overcome objections, work through conflicts or customer concerns, problem solve, and be a solid written and oral communicator.
Essential Duties and Responsibilities:
- Represents all the Accell brands with extraordinary service and selling skills. o Exercises diplomacy with customer inquiries and reported issues/ needs/ and concerns.
- Resolves email, phone, and chat requests in a timely, efficient, and professional manor.
- Assists in warranty parts distribution, recalls, and coach's dealers and consumers with technical needs. o Answers questions, directs requests, supports customers, and works with other Accell departments as needed.
- Follows through with product, parts, and service requests.
- Maintains a positive tone and a level head through customer concerns and resolution.
- Develops and manages relationships with dealers and consumers (techs, dealers, part manufactures, etc.).
- Contributes to a team effort by accomplishing related tasks as needed.
- Generates reports to help identify trends and needs. o Assembles, disassembles, repairs, and tests bicycles, parts, and accessories.
- Boxes and ships out product and any other requested supplies.
- Aids in monitoring warranty inventory and costs. o Assists in credit request and payment processing.
Key Qualifications:
- You must possess excellent written and verbal communication skills.
- Must have at least one year of past bicycle maintenance experience and have a mechanical aptitude relating to bicycles.
- Be a self-motivator and problem solver.
- Be able to work independently, work with a team, and thrive on a challenge.
- Successfully manage multiple projects, emails, and chats simultaneously.
- Must possess self-management skills, strong attention to detail, and follow through.
Working Conditions/Travel:
Work performed indoors in a climate-controlled building. Lifting, pushing, pulling does not exceed 25 to 50 pounds. All lifting can be broken into lighter loads or assistance can be acquired.
This position is based in Kent, Washington.
Computer Skills:
To perform this job successfully, hands on knowledge of computer software for Internet access, database management, spreadsheets, and word processing is necessary. Additional skills in live chat, Excel, and data management also desirable.
Certificates, Licenses, Registrations:
None required.
WE OFFER:
- Full time position Competitive compensation package
- Flexible schedule 401K Plan
- Comprehensive medical/dental/vision plan, short- and long-term disability
- Continuing education benefits
- Paid Vacation and Holidays
- Casual business atmosphere
- Generous merchandise discount to help you enjoy your free time (Raleigh/Diamondback/Redline Bikes)
- Dog Friendly Office
- Locker rooms with free towel service
- Fitness Room
- Encouraged to enjoy a bike ride at lunch time on the bike trail that surrounds our office
- Free Starbucks coffee, tea and hot cocoa in lunch room
