Customer Care - eCommerce, Guide

Trek Retail Corporation; Waterloo (IL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Flexible schedule

Health care

401(k) with match and ESOP

Tuition reimbursement

Employee discounts

Job summary

Trek Retail Corporation is seeking a dedicated customer service ambassador for our Trek eCommerce team. You will assist customers via email, phone, live chat, and video, helping them choose bikes, accessories, and Trek products for an awesome biking experience.

We value hospitality, strong communication, and the ability to resolve inquiries quickly. The role supports weekends with a 10:00am–7:00pm CST schedule and offers generous benefits and employee discounts.

Qualifications

• Excellent hospitality and communication skills through phones and online chat.
• Love for bikes and cycling with technical understanding of bicycles.

Responsibilities

• Answer customer inquiries via email, phone, live chat, or video with empathy and urgency.
• Help customers select bikes, accessories, and Trek products for an optimal biking experience.
• Research and resolve inquiries using databases and Trek resources.
• Collaborate with shops to create effective rider solutions.
• Provide feedback to Product Managers to improve Trek products and processes.

Skills

Hospitality

Communication

Customer support

Empathy

Job description

A bit about usTrek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!Job DescriptionThe Trek eCommerce team welcomes our customers to the best online bike shop in the world, trekbikes.com. We are seeking a dedicated and enthusiastic individual to demonstrate exceptional hospitality in the e-commerce space. Our ideal candidate is passionate about helping people achieve their goals, finding solutions for our customers, and takes pride in celebrating the success of others.What you’ll be doing:Acts as a resource for customers and retailers regarding product and technical questions with the right amount of empathy and urgency.Help customers choose the right bikes, accessories, and other Trek products to ensure an awesome biking experience.Assist customers via email, phone, live chat, or video within expected standards.Partner with shops to create awesome solutions for riders.Continuously learn and suggest process improvements to enhance our hospitality.Communicate with Product Managers to give customer feedback and understand Trek products.Utilize databases and resources to research and resolve consumer inquiries.This job description may not cover or contain all the activities, duties, or responsibilities that are required of a team member. Responsibilities and activities may change at any time.What you’ll bring to the profession:Love all things bikes and cycling.Excellent hospitality and communication skills through phones and online chat.Technical understanding of bicycles and bicycle repair.Comfortable working with multiple computer programs and applications.Must be able to build and maintain strong relationships.Strong desire to contribute to an outstanding customer service organization within the bicycle industry.Internet Speed: At least 100 MBs download and upload speeds.Looking to support weekends while still giving two days off in a row. Schedule to be 10:00am-7:00pm CST.Trek Benefits:Flexible and fun company cultureCompetitive health carePPO & HDHP medical plan options, Dental insurance, Vision insuranceFlexible Spending Accounts (FSA)Free life insurance & optional term life insuranceCompetitive vacation package401(k) with match and Employee Stock Ownership Plans (ESOP)12 weeks of maternity leave with 100% payFlexible holiday schedule – 10 company holidaysTuition Reimbursement up to $15,000! (Undergraduate & Masters programs)Employee discounts on all productDeep partner retail discountsWe are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.We are an E-Verify employer.For more information, please click on the following links:E-Verify Participation Poster: English / SpanishE-Verify Right to Work Poster: English | Spanish