Customer Service Cycling Technical Expert

Description

Requirement: Significant experience in the Cycling industry and/or extensive cycling experience is absolutely necessary to apply.

Summary: Amain Inc. operates multiple online retail “.com” stores including Performancebike.com and Danscomp.com. Striving to deliver the best quality customer experience, we condition ourselves to become innovative solution providers in the continuously expanding performance hobbies’ industry. Customer Service Cycling Technicians use their experience in the industry and/or hobby to support our customers with all their customer service-related needs with a focus on offering technical support.

Requirements

Essential Responsibilities:

1. Troubleshooting technical problems related to products in the cycling industry.
2. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. 
3. Explain use or demonstrate operation and care of products to customers.
4. Assist customers with shopping.
5. Communicate effectively with callers on a computer-based phone system including communication via SMS.
6. Communicate effectively with customers via Live Chat 
7. Communicate effectively with customers via email.
8. Apply knowledge about the websites to solve problems and assist customers. 
9. Identify research and resolve customer issues such as:
10. Product discrepancies
11. Account situations.
12. Order related topics.
13. Input orders through web-based commerce cart.
14. Assist the Returns department as needed with technical, cycling-related return issues.
15. Apply knowledge about company policies, procedures, and pricing to best meet customer needs related to:
16. Price Matches, discounts, sales and promotions, and other agreement-based scenarios
17. Website use related problems.
18. Return Policy
19. Repairs
20. Vendor Partnerships
21. Warranty Claims 
22. Inventory ETA’s
23. Identify, research, and resolve customer issues including technical issues such as: 
24. Mis-shipped parts
25. Product compatibility
26. Product defects
27. Product use related problems
28. Product discrepancies
29. Customer Account-related issues
30. Customer order-related topics

1. Utilizing a computer system and workstation with dedicated software, enhancing the customer experience.
2. Issue refunds/credit as necessary, based on customer order related topics.
3. Recognize, document, and alert the Management of trends in customer contacts.
4. Verification of inventory through the Distribution Center (discrepancies) by taking the initiative to research and identify potential problems. 
5. Understand company return and exchange policies. Explain policies to customers and authorize returns as needed.
6. Review new inventory on website and in Distribution Center to promote sales.

7. Report any business concerns or discrepancies to the Management.

8. Communicate ideas for better organization, smoother workflow, suggestions, etc., to CS Manager.

9. Contribute to team effort by accomplishing related department tasks as needed or directed by CS Manager.

10. Keep work area neat and organized and perform other related duties as assigned.

Non-Essential Responsibilities (Duties performed on an as-needed basis):

1. Review and verify accuracy and quality of returned items prior to processing credit.
2. Contact customers to reconcile return discrepancies.
3. Make outbound sales calls on products.
4. Assist with Inventory Quality Control.
5. Packaging of in-house brand products.
6. Internal employee swap to learn other departments (must be open to schedule changes).

Education/Experience Requirements:

1. Must have extensive technical expertise and familiarity with cycling and the cycling industry.
2. Intermediate Language Skills: 
3. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
4. Ability to write routine reports and correspondence.
5. Ability to speak effectively before groups of customers or employees of the organization.
6. Basic Mathematical Skills: 
7. Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
8. Ability to compute rate, ratio, and percent, and to draw and to interpret bar graphs.

Knowledge, Skills and Abilities:

1. Must be able to distinguish characteristics of products and represent in a fashion that will engage the customer.
2. Computer literate (knowledge of Excel, Microsoft Office, E-mail, Internet) with the ability to learn new software applications.
3. Able to type at least 25 w.p.m.
4. Ability to work and multi-task in a fast-paced, growing business environment.
5. Good work ethic, ability to work well in team-oriented environment.
6. Able to share information about customer trends, products, vendor partnerships and other company related information to all employees routinely.
7. Organizational skills, filing, labeling and other clerical needs.
8. Attention to detail a must.

Physical Demands/Work Environment:

1. Must be able to sit frequently, stand and walk on an occasional basis.
2. Must be able to use your hands frequently.
3. Must be able to reach with hands and arms frequently.
4. Must be able to climb or balance occasionally.
5. Must be able to stoop, kneel, crouch, or crawl on an occasional basis.
6. Must be able to talk and hear frequently.
7. Must be able to lift up to 20lbs occasionally.
8. Must be able cope with moderate office noise (examples: Call Center with computers, printers, employees talking, light traffic)

Characteristics Desired:

1. Have a friendly and engaging personality.
2. Comfortable working with members of the public
3. Should have a confident manner.
4. Must be helpful and polite.
5. Able to work as part of a team.