Position: Technical Services/Customer Service Rep
Location: Grand Junction, CO
Type: Full Time
Wage: $15 per hour


SUMMARY
The TS & CSR is responsible for repair work on products and customer service with our direct customers and the general cycling market on behalf of the company by taking personal and complete responsibility for each customer contact through various channels. This role is responsible for handling inbound calls and emails, assessing warranty claims, and documenting market feedback.

PRIMARY RESPONSIBILITIES

  • Perform customer product repairs work. Handle first-line phone & email traffic. Must always display a professional and highly supportive attitude towards the caller, regardless of their question or personality. Manage concerns immediately and facilitate a resolution.
  • Develop a strong technical understanding and knowledge base around products.
  • In between customer inquiries, keep up on industry buzz (industry news outlets, forums, etc.).
  • Develop strong knowledge of the capabilities of the Distributors and bicycle brands (OEM) so that proper referrals can be made depending upon the situation at hand.
  • Work as a team with cohorts by managing the knowledge gleaned from the inbound traffic regarding types of calls, typical issues, frequency of issues, and develop methods as a team in which to better such things.
  • Communicate with various levels of management.
  • Outbound work in which to enhance the company's position with bicycle IBD's, and distribution sales reps - as directed by managers.
  • Occasional/infrequent event support from time to time (<5% travel).


KNOWLEDGE, SKILLS & ABILITIES
  • Proficiency with bicycle repair, wheels, understanding of how components of bicycles work together. Basic understanding of how suspension works.
  • Strong written and verbal communication skills, including high spelling and grammar proficiency.
  • Skilled at providing excellent customer service through assessing their needs and providing a solution.
  • Able to prioritize competing tasks and completing in a timely manner.
  • Knowledgeable about the cycling industry.
  • Able to apply empathy to each customer concern.


EDUCATION/EXPERIENCE
  • Bicycle mechanic experience
  • Excel documents and email experience and use
  • Bilingual Spanish or Portuguese a plus.
  • High School Diploma or GED equivalent or equivalent work experience.
  • College education/equivalent a plus.
  • Computer skills: Microsoft Suite (Word, Excel, PowerPoint).