Job Description

The Customer Experience Specialist is a dynamic role that serves as the backbone to our organization. The role is responsible for serving customers through troubleshooting, managing customer inquiries, and ensuring client satisfaction.

Principal Duties and Responsibilities

Facilitate world class customer experienceInteract with customers via phone, chat & emailTroubleshoot service inquiriesKeen understanding of the product and industry Create cases in NetSuite for our Customer Support team to resolve and communicate with customers Provide feedback to engineering and product development teams Ensure customer cases are resolved in a timely manner (24 hours)Track and process customer inquiries in HubSpotProcess customer replacement parts within NetSuite Enter and manage sales order process for Direct-to-Consumer for parts/warranty.Cross-departmental collaborationOther duties as assigned

Requirements/Qualifications

One or more years of customer service experience requiredAbility to communicate effectively verbally and in writingPositive “can do” attitudeMust possess a passion for service and salesKeen understanding of the product and industryDemonstrate and present all relevant product information Bike tech experience a plus, but not required. Proficiency in MS Office Suite is required. Experience working in NetSuite is preferred. Experience working in Shopify is preferred. Experience working in HubSpot is preferred. Highly organized and capable of multitasking and prioritizing with a positive attitude and high energyComfortable with inbound and outbound communication over the phone and in personHas a strong sense of urgency about solving problems and completing tasksAble to work in a fast-paced environment with minimal supervision and have the flexibility to work outside normal hours to meet deadlines when necessary

PHYSICAL CAPABILITY 

Ability to use general office equipment such as telephone, printer/copier, computer and work at a computer/desk for up to 8 hours per day and/or 40 hours per week. We are an electric bike company and many of our creative sessions will involve riding the bikes deep into the backcountry so the ability to ride a mountain bike safely is required. 

Pay Range:

Starting Hourly Rate: $19.00

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled