The Bicycle Industry Jobs Marketplace


Customer Experience Specialist

 

Posted by BikeTiresDirect on 02/25/2021


Job Basics

Industry Sector: Bike

Job Categories: Customer Service

Company Type: Accessories, Apparel/SoftGoods, HardGoods/Equipment, Nutrition, Retailer

State: NC

City: Charlotte

Country: United States

Required Experience: 1 - 3 years


Job Type: Full Time

Salary: $14-$16 per hour DOE

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within:


Job Description & Requirements

Do you love biking?  Do you also love to talk about it?  Then you have come to the right place!  We have customers that would love to chat, so you can help get them on the road.

 

JOB OVERVIEW: This position is responsible for responding to customer phone calls and emails. Customer Experience Specialists provide product information, advice and order assistance. Qualified Customer Experience Specialists also review orders and price match requests and assist with site content, including product reviews, photos and descriptions.


ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

  • Answer product questions & assist with the order process

  • Analyze customer questions, troubleshoot, and provide clear answers in an efficient and professional manner

  • Develop trust and loyalty with consumers and build value in our brands

  • Navigate a sophisticated order processing system

  • Generate performance reports and recommend improvements

  • Coordinate with Returns to assist customers with returns and exchanges


ADDITIONAL RESPONSIBILITIES/DUTIES:

  • Work with Marketing to assist with customer-facing content, including site maintenance, product images and descriptions

  • Increase sales by genuinely helping customers learn about additional/alternative product options


MINIMUM JOB REQUIREMENTS:

  • Basic computer skills

  • Strong knowledge of cycling

  • Previous customer service experience is a plus, as is sales, service and mechanical experience in the cycling industry


KNOWLEDGE, SKILLS, & ABILITIES:

  • Excellent communication and organizational skills

  • Solid knowledge of cycling products

  • Ability to work in a high volume, fast-paced environment

  • Ability to work independently or with others to manage multiple task with minimal supervision. 

PHYSICAL/MENTAL DEMANDS:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls.

While performing the duties of this job, the employee is regularly required to stand; walk, reach with hands and arms, stoop, kneel, crouch and sit for extended periods of time.

The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. 
The noise level in the work environment is usually moderate. 


This description is intended to provide only the basic guidelines for meeting job requirements.  Responsibilities, knowledge, skills, ability and working conditions may change as needs evolve.



About BikeTiresDirect

What started as a local bike shop selling its excess imported tires has grown into one of the most extensive online retailers for tires, components, gear and nearly all other cycling-related products.  But what hasn't changed is our passion for cycling and the feeling of freedom that is so unique to rolling on two wheels.  As a company, we carry that same passion into building our teams with the goal of creating an enriching and meaningful environment for all.

BikeTiresDirect's headquarters is located in the heart of the Pacific Northwest in Portland, Oregon.