Customer Care Guide

2 Months ago • All levels

Job Summary

Job Description

As a Customer Care Guide at Trek, you'll be the vital link between Trek and our independent bicycle dealer customers. Responsibilities include resolving retailer issues, managing communication with partners, collaborating with warranty/ecommerce teams and territory managers, elevating customer service to consumers, and offering expert advice on products and technical questions. You'll communicate with dealers via phone and email, participate in continuous improvement efforts, and engage in Trek advocacy events. The role requires a passion for customer service, a sense of urgency, and excellent communication skills. This part-time position is based at our HQ in Waterloo, WI.
Must have:
  • Passion for customer service
  • Excellent communication skills
  • Sense of urgency
  • Problem-solving skills
  • Technical product knowledge
Perks:
  • Flexible and fun company culture
  • Competitive healthcare
  • PPO & HDHP medical plan options
  • Dental insurance
  • Vision insurance
  • Flexible Spending Accounts (FSA)
  • Free life insurance
  • Optional term life insurance
  • Competitive vacation package
  • 401(k) with match
  • Employee Stock Ownership Plans (ESOP)
  • 12 weeks of maternity leave with 100% pay
  • Flexible holiday schedule
  • Tuition Reimbursement up to $15,000
  • Employee discounts on all products
  • Deep partner retail discounts

Job Details

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

Are you passionate about bicycles, hospitality, and customer service? Do you thrive on building lasting relationships and delivering top-notch support? If so, Trek wants you on our team! 

As a Customer Care Guide, you’ll be the vital link between Trek and our independent bicycle dealer customers. Your role will be to enhance our Customer Care department with your exceptional communication skills and dedication to follow-through. You’ll collaborate closely with our warranty/ecommerce teams as well as our territory managers to ensure our dealers receive unparalleled service. 

This role will be based at our HQ in Waterloo, WI.

What You’ll Do: 

  • Resolve and Trouble Shoot all Retailer issues: Manage communication with our partners while using our different HQ teams to help solve their issues 

  • Elevate Customer Service: Seize every opportunity to help stores deliver outstanding service to consumers. 

  • Stay Connected: Communicate with dealers via phone and email, ensuring their needs are met. 

  • Collaborate: Work hand-in-hand with Inside Sales Reps and Territory Managers to provide seamless customer service. 

  • Drive Improvement: Engage in continuous improvement efforts to add value to Trek, our dealer network, and end users. 

  • Be a Resource: Offer expert advice on products and technical questions to both end users and bicycle retailers. 

  • Stay Informed: Keep up with new and evolving products by communicating with Product Managers. 

  • Research and Resolve: Use databases and resources to address and resolve consumer inquiries. 

  • Get Involved:Participate in Trek advocacy events and charity rides, making a positive impact in the community. 

What We’re Looking For: 

  • Passion for Customer Service:A strong desire to be part of a top-tier customer service team within the bicycle industry. 

  • Urgency: A sense of urgency to meet customer needs promptly. 

Part time hours: Monday, Tuesday, and Thursday 10-4:30 and Wednesday 9-4:30 with a half hour lunch break each day

Trek Benefits:

•    Flexible and fun company culture
•    Competitive health care
•    PPO & HDHP medical plan options, Dental insurance, Vision insurance
•    Flexible Spending Accounts (FSA)
•    Free life insurance & optional term life insurance
•    Competitive vacation package
•    401(k) with match and Employee Stock Ownership Plans (ESOP)
•    12 weeks of maternity leave with 100% pay
•    Flexible holiday schedule – 10 company holidays
•    Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs)
•    Employee discounts on all product
•    Deep partner retail discounts



We are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws.  This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.


We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish

Similar Jobs

Trackman - Trackman Range Project Manager

Trackman

Phoenix, Arizona, United States (On-Site)
2 Months ago
Greenworks - Territory Sales Manager - Northern Florida

Greenworks

(Remote)
1 Month ago
USE Insider - Customer Onboarding Manager

USE Insider

İstanbul, İstanbul, Türkiye (Hybrid)
6 Months ago
FuturLab - Lead Artist

FuturLab

Brighton And Hove, England, United Kingdom (Hybrid)
1 Month ago
Wizcorp - Project Manager - Game Development

Wizcorp

Tokyo, Japan (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Universally Speaking - German Games Tester

Universally Speaking

Community Of Madrid, Spain (On-Site)
1 Month ago
USE Insider - Customer Success Manager

USE Insider

İstanbul, İstanbul, Türkiye (On-Site)
6 Months ago
The Walt Disney Company - Disney Store: Sales Associate (PT)

The Walt Disney Company

New York, New York, United States (On-Site)
5 Months ago
ByteDance - Frontend Software Engineer Intern (PDI-CSP-FE-i18n )- 2025 Summer (BS/MS)

ByteDance

Seattle, Washington, United States (On-Site)
3 Months ago
Greenworks - Territory Sales Manager - Central Florida

Greenworks

(Remote)
1 Month ago
ByteDance - Software Engineer Intern (SDN) - 2025 Summer (PhD)

ByteDance

San Jose, California, United States (On-Site)
6 Months ago
Bonfire Studios - Systems Engineer (Senior/Principal/Lead)

Bonfire Studios

California, United States (On-Site)
9 Months ago
ByteDance - Video Experience Software Engineer Intern

ByteDance

San Jose, California, United States (On-Site)
1 Month ago
WebFX - Digital Marketing Lead (SEO/PPC) (Remote - Philippines)

WebFX

Philippines (Remote)
6 Months ago
ByteDance - Relational Database Intern (Data Tech Infra)

ByteDance

San Jose, California, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Waterloo, Wisconsin, United States

Inkittt - Senior Marketing Manager

Inkittt

San Francisco, California, United States (Hybrid)
1 Month ago
Netflix - Senior Researcher - Netflix Experiences

Netflix

Los Gatos, California, United States (On-Site)
6 Months ago
The Walt Disney Company - Manager, Technology Solutions

The Walt Disney Company

Glendale, California, United States (On-Site)
1 Month ago
Anavation - Information Systems Security Officer - ISSO

Anavation

Reston, Virginia, United States (On-Site)
6 Months ago
VX Media - Talent Manager

VX Media

New York, New York, United States (On-Site)
5 Months ago
Next Level Business Services - .Net with L2 Production Support Raleigh, NC

Next Level Business Services

Raleigh, North Carolina, United States (On-Site)
6 Months ago
Flip Fit - Data Scientist

Flip Fit

El Segundo, California, United States (On-Site)
6 Months ago
Skillz - Executive Assistant I

Skillz

Las Vegas, Nevada, United States (On-Site)
2 Months ago
Patreon - Senior Fullstack Software Engineer, Payments

Patreon

San Francisco, California, United States (Hybrid)
1 Month ago
WongDoody - FUTURE OPPORTUNITIES @ WONGDOODY

WongDoody

Seattle, Washington, United States (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Edgewater, New Jersey, United States (On-Site)

Taichung City, Taiwan (On-Site)

United States (Remote)

Haryana, India (On-Site)

Waterloo, Wisconsin, United States (Hybrid)

Louisiana, United States (On-Site)

Summit, New Jersey, United States (On-Site)

Highlands Ranch, Colorado, United States (On-Site)

Madison, Wisconsin, United States (On-Site)

Raleigh, North Carolina, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Trek

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug