Ride-Driven Customer Experience Associate

Yeti Cycles; Golden (CO); Remote; USD 29,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Healthcare coverage

401k match

Life insurance

Paid time off

Bike credit

Apparel credit

Job summary

Yeti Cycles is seeking an energetic Customer Service Associate to answer calls and emails promptly, support dealers and consumers, and maintain orders. The role emphasizes product knowledge across bikes and apparel, collaboration with the Customer Experience and Sales teams, and a proactive attitude to ensure a top-tier customer experience.

The position involves handling inquiries, processing orders, supporting showroom staff, and assisting with showroom demos and warranty backup during peak

Qualifications

• Bachelor’s degree or equivalent experience.
• Three years of high-end mountain bike sales and service experience.
• Thorough knowledge of Yeti Cycles culture, local trails, technology, selling points and price points.
• Work well within a team environment.
• Ability to work independently and own assigned tasks.
• Strong time management skills and a commitment to excellent service.
• Effective written and verbal communication skills.
• Experience with an ERP system a plus.
• Service and solution oriented.
• Ability to stay calm under pressure and resolve contentious matters quickly and discreetly.
• Flexible and empathetic.

Responsibilities

• Answer inbound chats, phone calls, emails, and voice mail within the same business day.
• Develop and maintain in-depth knowledge of the Yeti Cycles bike and apparel product lines, including models, specifications, and new releases.
• Assist consumers with their decision-making process while purchasing Yeti Cycles bikes and apparel.
• Enter and maintain sales orders.
• Independently resolve technical and dealer questions using the internal knowledge base, bike manuals, and product documentation.
• Build and maintain relationships with dealers, potential customers, and end consumers.
• Facilitate a seamless e-commerce experience for web customers.
• Assist with customer returns and exchanges.
• Communicate any issues with the web store to your manager and the ecommerce team.
• Assist showroom staff when busy by greeting customers and answering product questions.
• Support the Pro/Ambassador program by placing orders and processing program approvals.
• Help setup demo bikes and provide factory tours when needed.
• Provide backup support to the Warranty team during peak volume.
• Continue education on product trends, technology, and business computing.
• Collaborate with teammates across departments.

Skills

Interpersonal skills

Communication skills

Teamwork

Independent worker

Time management

Education

Bachelor’s degree or equivalent experience

Tools

ERP system

Job description

Yeti Cycles is seeking an energetic Customer Service Associate to answer calls and emails promptly, support dealers and consumers, and maintain orders. The role emphasizes product knowledge across bikes and apparel, collaboration with the Customer Experience and Sales teams, and a proactive attitude to ensure a top-tier customer experience.

The position involves handling inquiries, processing orders, supporting showroom staff, and assisting with showroom demos and warranty backup during peak