Job Details Job Location Riverside HQ - Riverside, CA
Position Type Full Time
Salary Range $18.00 Hourly
Job Category Customer Service
Description Title:
Gear Advisor Coordinator (Customer Service Rep)
Reports To: Call Center Manager
Department: Sales & Customer Relations
Hours Required: Full-time, Non-Exempt
Location: Hybrid Preferred, Remote OK (CA, OR, MN, or UT only)
Compensation: $18.00 per hour
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.
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.