Gear Advisor Coordinator (Customer Service Agent)

Jenson USA

Riverside, CA, USA Remote CA, OR, or MN

Full time

$18 (hourly)

Customer Relations


Jul 7

Title: Gear Advisor Coordinator

Reports To: Call Center Manager

Department: Sales & Customer Relations

Hours Required: Full-time, Non-Exempt

Schedule: Some weekends and holidays may be required

Location: Hybrid Preferred, Remote OK (CA, OR or MN only)

Compensation: $18.00 per hour

We are looking for a bike nerd to serve our customers! Answer technical questions, solve order issues and help our customers get out and ride.

Company perks include:

  • 100% employee coverage for medical
  • 3 weeks’ vacation + 7 company holidays
  • Employee Purchase Program access to full inventory at cost
  • Access to ride the latest releases in new bike technology via our bike demo program

Summary of Primary Functions:

As part of the Gear Advisor Team, this role is responsible for stoking our customers at every opportunity. You will interact with customers to solve inquiries and complaints by creating win-win scenarios at every opportunity.

Essential Duties and Responsibilities:

  • Build valuable relationships with customers, vendors and other Jenson USA employees to ensure customers experience the love!
  • Respond to phone calls, chat, and email tickets ensuring our customer’s questions, concerns or complaints are handled in a timely fashion while showing them the love!
  • Research and problem-solve customer inquiries and issues.
  • Thoroughly tracks, organizes data, and documents all customer interactions. Ensures the systems are updated with all relevant information pertinent to the customer.
  • Answer questions related to our products.
  • Look for opportunities to serve customers not just with requests but to help them take the greatest advantage of the sport.
  • Create a positive experience for our customers, especially if they are unhappy at the onset of their interaction.
  • Works collaboratively with other departments to identify improvements and collectively serve the customer.

Required Knowledge and Skills:

  • Tech savvy regarding the use of phone and computer technology. Must be able to navigate Microsoft Office Suite, Microsoft D365, and Microsoft Customer Relations Management System. Experience with Freshdesk a plus.
  • Self-directed and highly motivated.
  • Some bike product knowledge.
  • Ability to research, problem-solve, think critically, and create solutions.
  • Strong individual drive, competitive nature, and excellent communication skills.
  • Must have a high school diploma or GED
  • Ability to work a flexible schedule, including weekends.
  • Excellent attention to detail.
  • Ability to multi-task.


  • Adaptability - Demonstrates flexibility with change.
  • Organization Effectively manages time and the workspace. Balances conflicting priorities to manage workflow, ensure completion of essential projects and meets critical deadlines.
  • Proactive Anticipation of Needs Addresses problems and acts to prevent them. Utilizes analytical skills and broad understanding of the business to effectively interpret needs.
  • Communication Listens to understand the needs; speaks with confidence using clear and concise language, produces well thought-out professional correspondence that is free from grammatical and spelling errors.
  • Service Oriented Interacts professionally with leaders, clients, vendors and team members. Promptly responds to requests with accuracy and a courteous demeanor.
  • Team Player Works as a competent member of the team, willing to provide back-up support for others.
  • Computer/Technical Ability Is proficient in using standard office equipment. Demonstrates advanced proficiency by adapting to new technology and easily acquiring new technical skills.
  • Judgement Exhibits sound judgement and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person when necessary.
  • Initiative Works effectively while asking for direction when needed.


We offer a variety of benefits and perks for full-time employees, including:

  • 100% Covered Employee Medical Coverage
  • Dental and Vision Insurance
  • 3 Weeks of Paid Time Off
  • 7 Paid Holidays
  • Bike Day
  • Flexible Spending Account
  • 401(k) Retirement Plan with Employer Matching
  • Supplemental Life Insurance
  • Employee Purchase Discount Program
  • Professional Growth & Development Opportunities

Jenson USA is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screen and background check.

Jenson USA is committed to Equal Employment Opportunity regardless of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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Jenson USA

We Keep You Pedaling