Title: Gear Advisor Coordinator

Reports To: Customer Service 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.

Skills/Abilities

• 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.

Benefits

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