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Retrospec · 1 day ago

Customer Service & Bike Tech

Perris, CA

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Retrospec is a company based in Southern California dedicated to promoting outdoor adventures and providing quality products. They are seeking an experienced Customer Service & Bike Tech to support customer and dealer inquiries, troubleshoot bike issues, and manage warranty claims, ensuring a high standard of customer care and brand integrity.

FitnessManufacturingOutdoorsRetailSporting Goods

Hiring Manager

Nina Belden

Responsibilities

Receive, research, and respond to customer and dealer inquiries via phone, email, chat, and social media with empathy and professionalism

Provide expert-level knowledge and troubleshooting support for bikes and e-bikes, including assembly, repair, maintenance, and general technical questions

Manage consumer and dealer warranty claims, acting as a liaison between customers, sales, product, and warehouse teams

Walk customers through assembly and troubleshooting steps clearly and confidently via phone or email

Process returns, exchanges, and replacement parts with attention to accuracy and customer satisfaction

Collaborate with the warranty, sales, and warehouse teams to ensure timely resolutions and a seamless experience for both consumers and dealers

Build and inspect new and returned bikes for troubleshooting and quality control, as needed

Respond to and monitor social media inquiries and reviews, escalating trends or product feedback to the appropriate teams

Track and flag recurring issues, inefficiencies, or product concerns to improve customer experience and operational processes

Maintain accurate communication records in Gorgias using automations and workflows to manage volume efficiently

Communicate customer insights and product feedback constructively to product development, sales, and marketing teams

Quickly become familiar with the Retrospec brand voice, customer service protocols, and software platforms to provide high-quality support

Assist with additional customer service and clerical tasks as assigned

Qualification

Bike mechanicsEcommerce customer serviceGorgiasZendeskMultitaskingCustomer empathyWritten communicationVerbal communicationDetail-orientedOrganizational skills