ABOUT SPECIALIZED 

Incycle- Pomona, CA location 

Innovation has guided our every decision since 1974. As more riders of all ages get on the roads, trails, and streets than ever before, we’re here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We’re a team of barrier-breakers, disrupters, and problem solvers. We’re committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.  

In Company Owned Retail, we strive to be a transformative, inclusive, authentic, rider-focused, and collaborative team that creates the best bikes and delivers world-class rider care attention. Simply said, we provide quality in our products and to our riders at every interaction and are looking for a teammate to be a part of this growing team. Reach out – we’re here to help you build your career at Specialized. 

JOB SUMMARY 

 A Specialized Customer Service Representative will be enhancing the riders overall store experience, working directly with riders and teammates as brand advocate and customer service ace.

ROLE AND RESPONSIBILITIES

Provide pre-and post-sales technical support for Incycle Bicycles Customers, including online, in-store, and potential future customers via phone or e-mail

• Provide timely and accurate sales support to our online customers, as well as offering general assistance to our local customers regarding store procedures, and booking rental and fit appointments
• Provide timely and accurate technical support to our online and local consumers
• Communicate with customers via inbound, outbound phone calls, and email
• Communicate with customers via internet contact
• Respond to customer service “tickets” submitted via email, the website, and occasionally social media
• Maintain accurate customer data and product issue data in ticketing system
• Provide exceptional customer experience in all communications with customers
• Stay up to date on internal communication regarding our product updates, relevant competitor products, industry developments, internal processes, customer facing processes, warranty and other technical support processes, trouble-shooting techniques, and other relevant information
• Participate in Customer Service team meetings and trainings
• Other tasks and projects as assigned
• Knowledge of and experience with common bicycle drivetrains and components, and overall general Bicycle Knowledge
• Able to walk customers through mechanical troubleshooting processes in a manner that enables them to perform troubleshooting effectively.
• Able to empathize with frustrated or emotional customers in a manner that calms them down and works towards a productive solution.
• High level of organizational skills.
• High level of flexibility and creative problem-solving.
• Ability to work independently and self-manage duties and tasks.
• Ability to use customer management and order processing systems, with training.
• High level of communication and interpersonal skills, including high-volume telephone and written correspondence.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees of Incycle Bicycles, and manufacturers/vendors that we work with.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PREFERRED SKILLS

Experience with Customer Service communicating via phone and email, Knowledge of bikes and bike parts, Experience with word, Spreadsheet, and inventory software, including but limited to Lightspeed Retail POS systems.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment.

PHYSICAL 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. Foundation Fitness will make reasonable accommodations requested.

• While performing the duties of this job, the employee is occasionally required to sit or stand; use hands to finger or handle objects, tools, or controls; reach with hands and arms; talk and hear; read and see near objects. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time in-office position. Core office hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. This position may require overtime.

TELL ME MORE 

• Industry leading Employee Purchase program
• Long term loan of a current model-year demo bike
• Medical, dental, vision, and life insurance*
• Morning/evening rides with team

*For eligible employees 

Here at Specialized we believe that bikes have the power to change lives. Our culture is one of passion, striving to break barriers and have a positive impact on the world. 

We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone – especially those from marginalized groups – to apply to our job postings and help us earn the position as the rider’s brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedaling the planet forward. Regardless of your qualifications, if you are ready to make a difference, please apply and let us know how you can make an impact at Specialized! 

See what we are up to on LinkedIn, Instagram, and most importantly, our #DogsofSpecialized.