Rider Care / Customer Support Representative

Rider Care / Customer Support Representative

A service professional that gets a kick out of creating life-long customers.

ARE YOU SPECIALIZED?

• Do you enjoy talking with friends, family, pets or complete strangers about bikes?
• Have you stopped on the trail / road to help other riders?
• Would you take satisfaction in creating customers that stay committed to Specialized for life?
• Do you have a confirmed track-record of delivering great customer experiences in a retail or contact center environment?

If you were able to answer “Yes” to these questions, we want to talk to you!

HOW YOU’LL MAKE A DIFFERENCE

• Deliver concierge-level service to our riders and retailers via phone, chat, and email.
• Carefully assess rider needs to provide personalized pre-sales advice.
• Wow retailers through positive, productive conversation.
• Provide outstanding customer service at all stages of the purchase & ownership journey.
• Take ownership of the rider experience – take action to solve problems and follow-up right to the end.
• Resolve technical issues through troubleshooting & diagnostic faultfinding.
• Work hands-on with bikes on occasion – solving customer issues, supporting reworks, etc. This includes a concierge level of service or urgent needs as deemed by the company - either at HQ or in the field.

WHAT YOU NEED TO WIN

• You’ll need to live and breathe our core values – “The Rider is the Boss”.
• Experience in a retail or customer service role.
• Strong written and oral communication skills.
• Ability to work independently in a fast-paced, high-volume environment.
• Ability to identify issues and alternatives and recommend possible solutions.
• Hands-on technical ability to problem-solve in a relevant field (e.g. bike mechanic, automotive, consumer electronics).
• The ability to multitask, prioritize, and remain resilient while not losing your cool.
• Proficiency with PCs, CRM systems, and the Microsoft suite of products.
• Passion for bikes; driven to make an impact for riders.

PREFERRED QUALIFICATIONS / EXPERIENCE:

• 2+ years’ experience in a Customer Service role.
• Fluent in bicycle technology and the value it brings to society.
• Salesforce CRM & Oracle experience recommended.
• German reader and writer a plus, but not required.

TELL ME MORE?

• 40 hours per week (1-hour lunch unpaid) Monday - Friday, 8am-8pm.
• Benefits include a competitive employee discount.
• Travel to events may be occasionally required.