Job Description
As a Customer Care (E-Commerce Guide) at Trek, you'll be the primary point of contact for customers and retailers, providing expert product and technical support with empathy and urgency. You'll assist customers in choosing the right bikes, accessories, and other Trek products, ensuring a positive biking experience. Communication will be through email, phone, live chat, and video. You'll collaborate with shops to find solutions for riders, identify process improvements, provide customer feedback to product managers, and utilize databases to resolve inquiries. A passion for cycling, excellent communication skills, technical bicycle knowledge, and proficiency with computer programs are essential. This role requires building strong relationships and contributing to an exceptional customer service organization within the bicycle industry.
Must Have:
- Passion for cycling
- Excellent communication skills
- Technical bike knowledge
- Proficient with computer programs
- Strong relationship building skills
Perks:
- Amazing benefits
A bit about us
Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
Job Description
- Acts as a resource for customers and retailers regarding product and technical questions with the right amount of empathy and urgency.
- Help customers choose the right bikes, accessories, and other Trek products to ensure an awesome biking experience.
- Assist customers via email, phone, live chat, or video within expected standards.
- Partner with shops to create awesome solutions for riders.
- Continuously learn and suggest process improvements to enhance our hospitality.
- Communicate with Product Managers to give customer feedback and understand Trek products.
- Utilize databases and resources to research and resolve consumer inquiries.
- This job description may not cover or contain all the activities, duties, or responsibilities that are required of a team member. Responsibilities and activities may change at any time.
What you’ll bring to the profession:
- Love all things bikes and cycling.
- Excellent hospitality and communication skills through phones and online chat.
- Technical understanding of bicycles and bicycle repair.
- Comfortable working with multiple computer programs and applications.
- Must be able to build and maintain strong relationships.
- Strong desire to contribute to an outstanding customer service organization within the bicycle industry.
- Acts as a resource for customers and retailers regarding product and technical questions with the right amount of empathy and urgency.
- Help customers choose the right bikes, accessories, and other Trek products to ensure an awesome biking experience.
- Assist customers via email, phone, live chat, or video within expected standards.
- Partner with shops to create awesome solutions for riders.
- Continuously learn and suggest process improvements to enhance our hospitality.
- Communicate with Product Managers to give customer feedback and understand Trek products.
- Utilize databases and resources to research and resolve consumer inquiries.
- This job description may not cover or contain all the activities, duties, or responsibilities that are required of a team member. Responsibilities and activities may change at any time.
What you’ll bring to the profession:
- Love all things bikes and cycling.
- Excellent hospitality and communication skills through phones and online chat.
- Technical understanding of bicycles and bicycle repair.
- Comfortable working with multiple computer programs and applications.
- Must be able to build and maintain strong relationships.
- Strong desire to contribute to an outstanding customer service organization within the bicycle industry.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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