AMain Sports & Hobbies · 2 months ago
Customer Service Cycling Technical Expert
Charlotte,NC,US
Full-time
Onsite
Mid LevelAMain Sports & Hobbies operates multiple online retail stores and is dedicated to providing the best quality customer experience. The Customer Service Cycling Technical Expert will utilize their extensive cycling knowledge to support customers with technical issues and provide assistance through various communication channels.
Retail
Responsibilities
Troubleshooting technical problems related to products in the cycling industry
Recommend, select, and help locate or obtain merchandise based on customer needs and desires
Explain use or demonstrate operation and care of products to customers
Assist customers with shopping
Communicate effectively with callers on a computer-based phone system including communication via SMS
Communicate effectively with customers via Live Chat
Communicate effectively with customers via email
Apply knowledge about the websites to solve problems and assist customers
Identify research and resolve customer issues such as:
Product discrepancies
Account situations
Order related topics
Input orders through web-based commerce cart
Assist the Returns department as needed with technical, cycling-related return issues
Apply knowledge about company policies, procedures, and pricing to best meet customer needs related to:
Price Matches, discounts, sales and promotions, and other agreement-based scenarios
Website use related problems
Return Policy
Repairs
Vendor Partnerships
Warranty Claims
Inventory ETA’s
Identify, research, and resolve customer issues including technical issues such as:
Mis-shipped parts
Product compatibility
Product defects
Product use related problems
Product discrepancies
Customer Account-related issues
Customer order-related topics
Utilizing a computer system and workstation with dedicated software, enhancing the customer experience
Issue refunds/credit as necessary, based on customer order related topics
Recognize, document, and alert the Management of trends in customer contacts
Verification of inventory through the Distribution Center (discrepancies) by taking the initiative to research and identify potential problems
Understand company return and exchange policies. Explain policies to customers and authorize returns as needed
Review new inventory on website and in Distribution Center to promote sales
Report any business concerns or discrepancies to the Management
Communicate ideas for better organization, smoother workflow, suggestions, etc., to CS Manager
Contribute to team effort by accomplishing related department tasks as needed or directed by CS Manager
Keep work area neat and organized and perform other related duties as assigned
Review and verify accuracy and quality of returned items prior to processing credit
Contact customers to reconcile return discrepancies
Make outbound sales calls on products
Assist with Inventory Quality Control
Packaging of in-house brand products
Internal employee swap to learn other departments (must be open to schedule changes)
Qualification
Required
Significant experience in the Cycling industry and/or extensive cycling experience is absolutely necessary to apply
Must have extensive technical expertise and familiarity with cycling and the cycling industry
Intermediate Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers or employees of the organization
Basic Mathematical Skills: Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent, and to draw and to interpret bar graphs
Must be able to distinguish characteristics of products and represent in a fashion that will engage the customer
Computer literate (knowledge of Excel, Microsoft Office, E-mail, Internet) with the ability to learn new software applications
Able to type at least 25 w.p.m
Ability to work and multi-task in a fast-paced, growing business environment
Good work ethic, ability to work well in team-oriented environment
Able to share information about customer trends, products, vendor partnerships and other company related information to all employees routinely
Organizational skills, filing, labeling and other clerical needs
Attention to detail a must
Must be able to sit frequently, stand and walk on an occasional basis
Must be able to use your hands frequently
Must be able to reach with hands and arms frequently
Must be able to climb or balance occasionally
Must be able to stoop, kneel, crouch, or crawl on an occasional basis
Must be able to talk and hear frequently
Must be able to lift up to 20lbs occasionally
Must be able cope with moderate office noise (examples: Call Center with computers, printers, employees talking, light traffic)
Preferred
Have a friendly and engaging personality
Comfortable working with members of the public
Should have a confident manner
Must be helpful and polite
Able to work as part of a team
Company
AMain Sports & Hobbies
Driven by Passion. Powered by Fun. At AMain Hobbies, we don’t just sell products—we fuel passions.
Founded in 2004
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kendall Bennett
CEO
Company data provided by crunchbase