Customer Service Bicycle Specialist
Posted by AMain.com / AMain Rocks.com on 09/06/2019
Job Basics
Industry Sector: Bike
Job Categories: Customer Service
Company Type: Accessories, Apparel/SoftGoods
State: CA
City: Chico
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $15-20/hour
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: No
Job Seeker Must Live Within: 25 miles
Job Description & Requirements
AMain Sports & Hobbies (AMain.com, Inc.) is a successful online retailer with a Distribution Center located in Charlotte, NC and Chico, CA. We currently sell Radio Controlled (RC) cars, trucks, helicopters, airplanes, drones and more, through our website at www.AMainHobbies.com. We also sell bicycles and bike accessories through our website at www.AMainCycling.com. Founded in early 2004, AMain has proven itself as a trusted retailer in the RC and Bicycling industries. We are currently looking to add another team player to our growing company. We offer a fast growing/changing, team-focused, culturally healthy and fun work environment, where we encourage collaboration.
We are looking for positive-minded people who also embody our company Core Values. We also offer some amazing benefits:
- Purchase anything we sell at Cost Price on our website
- Medical Plan, Dental Plan, Vision Plan, Life Insurance
- Aflac Benefits - Short-Term Disability, Accident Insurance, Cancer Insurance, and Hospital Insurance
- 401(k) Retirement Plan
- FSA (Flexible Spending Account) - Pre-tax savings account of medical costs and dependent care costs
- Costco Membership - Free to employees
- Employee Assistance Program -- Work/life and wellness benefit 24/7
- Paid Time Off (PTO) - Up to 18 days of PTO annually, increasing at 3, 5, and 10 years
- Volunteering Policy - Up to 3 days paid time for you to volunteer your time helping out with a local or national charity
- Monthly Book Clubs - AMain Performance Sports & Hobbies pays for book club members' books
- On-Site Business & Self-Improvement Library - Hardback books, digital, or audio? Your choice, we provide!
- Online recognition program - Employees can receive points and recognition from co-workers that can be redeemed for fun stuff, AMain gift cards, or donate $ to charity
- Monthly 'Share the Fun' Events - Gaudy Day, Zombie Day, Photography Day, Hot Dog Day, Pirate Day...Food & A Variety of Fun Events monthly!
- Quarterly Employee Events -- Family BBQs, Holiday Party, Social Gatherings, Bowling, Go-Kart Racing. . .the possibilities are endless
Please note: All positions are Full-time on-site employees. Remote employees, agencies and other outside parties are not being considered. Also, upon accepting an offer for employment, candidate will be required to successfully complete a drug screening.
Job Title: Customer Service Bicycle Specialist
Reports to: Customer Service Manager, Customer Service Lead
FLSA: Non-Exempt
Salary Description:$12.50-$18.00 based on Experience
Summary: As a Customer Service Bike Specialist of AMain.com, you will foster business relationships with loyal customers from all over the world. Communicating by telephone, email, LiveChat, and even face-to-face, this position is the forefront for AMain.com. Our main objective is to project and maintain a professional image at all times, which we exemplify through our words, actions, and behaviors. Striving to deliver the best quality customer experience, we condition ourselves to become innovative solution providers in the continuously expanding performance hobbies’ industry.
Essential Responsibilities:
1. Answer and respond to all inbound calls, offering assistance and the ability to ascertain what each customer is shopping for
2. Recommend, select, and help locate or obtain merchandise based on customer needs and desires
3. Help customer make selections by building customer confidence. Describe merchandise and explain use, or demonstrate operation and care of merchandise to customers
4. Maintain knowledge of current sales and promotions
5. Place special orders or call suppliers to find desired item
6. Keep clientele informed by notifying them of preferred customer sales and future merchandise of potential interest
7. Input orders through web-based commerce cart
8. Communicate with shoppers through website LiveChat service
9. Reply to inbound business emails, delivering solutions to customer’s questions
10. Apply knowledge about company policies, procedures and pricing to best meet customer needs:
a. Price Matches
b. Discounts off Orders
c. Bulk Deals
d. Other agreement-based scenarios
11. Apply knowledge about company policies and procedures to best meet customer needs:
a. Return Policy
b. Scratch and Dent
c. Repairs
d. Vendor Partnerships
e. Warranty Claims
12. Identify research and resolve customer issues such as:
a. Miss-shipped parts
b. Product discrepancies
c. Account situations
d. Order related topics.
13. Utilizing a computer system with dedicated programs, enhancing the customer experience
14. Issue refunds/credit as necessary, based on customer order related topics
15. Recognize, document and alert the CS Supervisor of trends in customer calls
16. Verification of inventory through the Distribution Center (discrepancies) by taking the initiative to research and identify merchandise
17. Understand company return and exchange policies. Explain policies to customers and accept returns as needed
18. Review new inventory on website and in Distribution Center to promote sales
19. Report any business concerns or discrepancies to the CS Supervisor
20. Communicate ideas for better organization, smoother work flow, suggestions, etc., to CS Manager
21. Contribute to team effort by accomplishing related department tasks as needed or directed by CS Manager
22. Keep work area neat and organized and perform other related duties as assigned
Non-Essential Responsibilities (Duties performed on an as-needed basis):
1. Review and verify accuracy and quality of returned items prior to processing credit
2. Preparation and conversion of vendor returns
3. Assist walk-in customers with orders
4. Contact customers to reconcile return discrepancies
5. Make outbound sales calls on products
6. Return restocked merchandise to the shelves inside the Distribution Center
7. Assist with Inventory Quality Control
8. Assist and verify product locations and inventory levels within the warehouse
9. Organization and cleanliness in employee break room
10. Packaging of in-house brand products
11. Internal employee swap to learn other departments (must be open to schedule changes)
Education/Experience Requirements:
1. Extensive knowledge of mechanical workings of a bicycle.
2. Ability to diagnose technical problems and ability to execute and/or suggest repairs.
3. 1 year of Customer Service Experience
4. No Degree Required
5. Intermediate Language Skills:
a. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
b. Ability to write routine reports and correspondence.
c. Ability to speak effectively before groups of customers or employees of organization
4. Basic Mathematical Skills:
a. Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
b. Ability to compute rate, ratio, and percent, and to draw and to interpret bar graphs
Knowledge, Skills and Abilities:
1. Must be able to distinguish characteristics of products and represent in a fashion that will engage the customer to purchase
2. Bicycle Knowledge and Riding Experience necessary
3. Computer literate (knowledge of Excel, Microsoft Office, E-mail, Internet) with the ability to learn new software applications
4. Able to type at least 30 w.p.m.
5. Ability to work and multi-task in a fast-paced, growing business environment
6. Good work ethic, ability to work well in team-oriented environment
7. Able to share information about customer trends, products, vendor partnerships and other company related information to all employees routinely
8. Organizational skills, filing, labeling and other clerical needs
9. Must be available for work approximately 40 hours per week
10. Attention to detail a must
Physical Demands/Work Environment:
1. Must be able to sit frequently, stand and walk on an occasional basis
2. Must be able to use your hands frequently
3. Must be able to reach with hands and arms frequently
4. Must be able to climb or balance occasionally
5. Must be able to stoop, kneel, crouch, or crawl on an occasional basis
6. Must be able to talk and hear frequently
7. Must be able to lift up to 20lbs occasionally
8. Must be able cope with moderate office noise (examples: Call Center with computers, printers, employees talking, light traffic)
Characteristics Desired:
1. Have a friendly and engaging personality
2. Comfortable working with members of the public
3. Should have a confident manner
4. Must be helpful and polite
5. Able to work as part of a sales team
6. Should be of clean appearance and articulate
About AMain.com / AMain Rocks.com
AMain Cycling is a successful internet retailer and local Chico, CA retail store of all things bicycle. AMain Cycling's mission is a commitment to sharing the fun, camaraderie, and joy of sports and hobbies with everyone. We are looking for passionate, dedicated, and knowledgeable bike lovers to add to our growing team.
