Customer Service Cycling Technical Expert

AMain Hobbies; Charlotte (NC); On-site; USD 20,664 - 33,062; Full time

Job summary

Amain Inc. is seeking a Customer Service Cycling Technical Expert to leverage deep cycling knowledge and mechanical skills to deliver world-class technical support and customer care.

You will help customers choose the right products and explain features, care, and warranties, while guiding them through complex inquiries in a fast-paced, omnichannel environment. Based in Charlotte, NC, this non-exempt role requires teamwork with service leaders, accurate order resolution, returns processing, and

Qualifications

• Cycling expertise and deep knowledge of bicycles and components.
• Proficient with MS Office and basic data handling; typing speed 25 wpm.
• Excellent verbal and written communication; able to explain product features clearly.
• Strong attention to detail and multitasking in a fast-paced environment.
• Basic math for measuring, rates, ratios, and interpreting inventory data.

Responsibilities

• Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Recommend, select, and help locate merchandise; explain product features, care, operation, and warranty information.
• Support customers across multiple channels (phone, SMS, Live Chat, email).
• Process orders and resolve issues regarding statuses, pricing, promos, and billing.
• Partner with Returns to evaluate and authorize claims; issue refunds or credits per policy.
• Research inventory discrepancies by verifying digital data against physical stock.
• Report customer contact trends and bottlenecks to management; support department goals.

Skills

Cycling expertise

Technical skills

Communication

Attention to detail

Multitasking

Measuring

Tools

MS Office

Excel

Zendesk

MS Outlook

MS Teams

Job description

Description

Job Title: Customer Service Cycling Technical Expert

Reports to: Customer Service Manager, Customer Service Shift leads

FLSA: Non-Exempt

Job Summary:

Amain Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience.

Essential Responsibilities

• Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Customer Consultation: Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information.
• Omnichannel Communication: Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email.
• Account & Order Management: Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing.
• Returns & Warranties: Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy.
• Inventory Cross-Verification: Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center.
• Team Collaboration: Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed.

Non-Essential Responsibilities (As-Needed Basis)

• Warehouse Support: Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves.
• Outbound Engagement: Conduct outbound sales calls and follow up with customers to resolve return discrepancies.
• Front Desk Liaison Backup: Serve as a welcoming face for walk-in guests and handle physical on-site tasks, including:
  • Processing walk-in customer orders and physical distribution center pickups.
  • Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse.
  • Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs.

Qualifications & Requirements

• Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required).
• Technical Skills: Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m.
• Communication: Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members.
• Core Aptitudes: High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset.
• Mathematical Skills: Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs.

Physical Demands & Work Environment

• Must be able to sit for extended periods (office/call center environment) with occasional standing and walking.
• Frequent use of hands and arms to operate computer equipment and handle cycling components.
• Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting.
• Ability to safely lift up to 20 lbs. occasionally.
• Comfortable working in a moderate-noise environment (open call center and active distribution warehouse).

Key Characteristics Desired

• Friendly, engaging, and confident personality when interacting with the public.
• Polite, helpful, and solution-oriented approach to customer frustrations.
• A dedicated team player with a strong work ethic.