Customer Service Technical Expert – Cycling

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve intricate technical and compatibility challenges associated with cycling components, accessories, and apparel.

• Suggest, select, and assist in locating products based on customer requirements.

• Clarify product features, maintenance, operation, and warranty details.

• Provide support to customers via computer-based phone systems, SMS, live chat, and email.

• Manage order processing through the e-commerce platform.

• Investigate and address issues related to order status, account management, pricing adjustments, promotions, and billing.

• Collaborate with the Returns team to assess technical cycling-related returns, authorize claims, and issue refunds or credits.

• Identify and resolve inventory discrepancies by comparing digital records with physical stock.

• Recognize and communicate customer interaction trends, workflow bottlenecks, and business concerns to management.

• Contribute to broader departmental objectives as instructed.

⛳️ Requirements

• In-depth technical knowledge of bicycles, components, and the cycling industry; previous industry experience or substantial mechanical hobbyist experience is essential.

• Competence in using computers, MS Office, Excel, email, and the internet.

• Ability to rapidly learn proprietary software applications.

• Minimum typing speed of 25 words per minute.

• Excellent verbal and written communication abilities.

• High level of attention to detail.

• Outstanding multitasking skills in a dynamic environment.

• Strong collaborative attitude.

• Basic ability in measuring, calculating rates, ratios, and percentages.

• Capability to interpret basic inventory graphs.

• Ability to sit for prolonged periods, with occasional standing and walking.

• Frequent use of hands and arms to operate computer equipment and manage cycling components.

• Ability to occasionally bend, kneel, crouch, reach, or climb within a warehouse environment.

• Capacity to safely lift up to 20 lbs. on occasion.

• Comfort in a moderate-noise working environment.

• Friendly, engaging, and self-assured demeanor.

• Polite, helpful, and solution-focused approach to customer issues.

• Committed team player with a robust work ethic.

🏝️ Benefits

• Benefits are available (specific benefits not detailed).