Customer Experience Team Member

Job Overview: The Customer Experience (CX) team at The Cargo Bike Shop (TCBS) is responsible for communicating with our customers. The CX team leads, and is active, across all points of customer interaction. The CX team provides solutions-based interactions and brings positive energy to the workplace.

Responsibilities: The responsibilities of CX team members include, but are not limited to:

1.      Responding to customer communications within desired timelines

2.    Answering questions and presenting solutions based on customer needs and use cases

3.    Encouraging and facilitating cargo bike test rides as part of the exploration and purchase process

4.    Maintaining and optimizing the sales floor for best exploration experience

5.    Collaborating with Workshop Team members to ensure demo bikes provide customers with an optimal test ride experience

6.    Initiating Workshop jobs, communicating timelines, and communicating with customers and the Workshop team to move bikes through the Workshop

Success looks like:

1.      Provide a welcoming environment for all customers

2.    Communicate in an effective and timely manner across a variety of channels

3.    Strive to understand customer needs, provide engaging and informational experiences, and identify and present possible solutions

4.    Support, and collaborat with, the Workshop Team to aid in the smooth flow of bicycles through the Workshop process

5.    Managing appropriate business resources in a responsible manner to ensure sustainability and health of the business

6.    Reflect the core values of TCBS

Desired Experience & Qualifications:

1.      A love of practical cycling and all the wonderful things that bicycles can accomplish

2.    Experience working in a customer-centric environment

3.    Experience working on teams in a collaborative work environment

*****This position may require the lifting of heavy (75 pounds) items and awkward bikes*****

The Cargo Bike Shop Core Values

1.      Inclusive

2.    Empowering

3.    Experiential

4.    Collaborative

5.    Knowledgeable

6.    Patient

7.    Sustainable

Schedule: A CX team member can expect the following with regards to schedule:

1.      Work a minimum of 24 hours per week – typically either 3 shifts of 8 hours, or 4 shifts of 6 hours

2.    Work at least one weekend day

3.    Shifts are typically scheduled from approximately 930am to 530pm

4.    Potential for work from home hours after completion of training, a mentoring period, and exhibiting a proven ability to work independently

Compensation & Benefits:

All employees of TCBS can expect:

1.      A minimum hourly wage of $20/hour, with pay being based on experience and responsibilities

2.    Employer contribution of $25 per pay period towards AFLAC supplemental insurance program if employee elects to participate

3.    Paid time off, sick days, and paid holidays per annual compensation and benefits plan