Description

Title: Gear Advisor Coordinator (Customer Service Rep)

Reports To: Call Center Manager

Located in Riverside, CA, we are an online retailer of all things bike – mountain, road, e-bike, you name it. You can expect an easy-going, welcoming and flexible atmosphere with good people. We are looking for a bike nerd to serve our customers! Answer technical questions, solve order issues and help our customers get out and ride.

Company perks include:

• 100% employee coverage for medical for local employees

• 3 weeks’ paid time off 7 company holidays Bike Day

• Employee Purchase Program – access to full inventory at cost

• Access to our Employee Purchase Program

• 401(k) Plan with 4% matching.

• Dental, vision and supplemental insurance options

Summary of Primary Functions: 

As part of the Gear Advisor Team, this role is responsible for stoking our customers at every opportunity. You will interact with customers to solve inquiries and complaints by creating win-win scenarios at every opportunity.

Essential Duties and Responsibilities: 

• Build valuable relationships with customers, vendors and other Jenson USA employees to ensure customers experience the love!

• Respond to phone calls, chat, and email tickets ensuring our customer’s questions, concerns or complaints are handled in a timely fashion while showing them the love!

• Research and problem-solve customer inquiries and issues.

• Thoroughly tracks, organizes data, and documents all customer interactions. Ensures the systems are updated with all relevant information pertinent to the customer.

• Answer questions related to our products.

• Look for opportunities to serve customers not just with requests but to help them take the greatest advantage of the sport.

• Create a positive experience for our customers, especially if they are unhappy at the onset of their interaction.

• Works collaboratively with other departments to identify improvements and collectively serve the customer.

Required Knowledge and Skills:

• Tech savvy regarding the use of phone and computer technology. Must be able to navigate Microsoft Office Suite, Microsoft D365, and Microsoft Customer Relations Management System. Experience with Freshdesk a plus.

• Self-directed and highly motivated.

• Some bike product knowledge.

• Ability to research, problem-solve, think critically, and create solutions.

• Strong individual drive, competitive nature, and excellent communication skills.

• Must have a high school diploma or GED

• Ability to work a flexible schedule, including weekends.

• Excellent attention to detail.

• Ability to multi-task.

Skills/Abilities

• Adaptability - Demonstrates flexibility with change.

• Organization – Effectively manages time and the workspace. Balances conflicting priorities to manage workflow, ensure completion of essential projects and meets critical deadlines.

• Proactive Anticipation of Needs – Addresses problems and acts to prevent them. Utilizes analytical skills and broad understanding of the business to effectively interpret needs.

• Communication – Listens to understand the needs; speaks with confidence using clear and concise language, produces well thought-out professional correspondence that is free from grammatical and spelling errors.

• Service Oriented – Interacts professionally with leaders, clients, vendors and team members. Promptly responds to requests with accuracy and a courteous demeanor.

• Team Player – Works as a competent member of the team, willing to provide back-up support for others.

• Computer/Technical Ability – Is proficient in using standard office equipment. Demonstrates advanced proficiency by adapting to new technology and easily acquiring new technical skills.

• Judgement – Exhibits sound judgement and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person when necessary.

• Initiative – Works effectively while asking for direction when needed.

Benefits

We offer a variety of benefits and perks for full-time employees, including:

• 100% Covered Employee Medical Coverage (Out of Network Additional Cost)

• Dental and Vision Insurance

• 3 Weeks of Paid Time Off

• 7 Paid Holidays

• Bike Day

• Flexible Spending Account

• 401(k) Retirement Plan with Employer Matching

• Supplemental Life Insurance

• Employee Purchase Discount Program

• Professional Growth & Development Opportunities

Jenson USA is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screen and background check.

Jenson USA is committed to Equal Employment Opportunity regardless of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Rev. 02.27.2024

Qualifications