Customer Experience Associate

Bikeflights

Anywhere Remote only

Full time

$21+ (hourly)

Customer Relations

Nov 20

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We're hiring a Customer Experience Associate. Come join our global bike shipping company that’s trusted by riders worldwide. You’ll be part of a cohesive team that works together to make Bikeflights the best way for individuals, bike shops, events and cycling industry businesses to ship their bikes, wheels and gear.

Position Summary

The Customer Experience Associate is a member of the Customer Support Team, which is responsible for providing help and advice to customers using Bikeflights’ products and services. In this position, you will use a variety of software tools to assist customers before, during and after shipping. You will communicate with the carrier and customers to resolve a variety of issues including missed pickups, missed deliveries and delays. You will report directly to the Orders Team Manager and work closely with other Customer Support Team Members, Leads and Managers.

The ideal candidate will possess excellent customer service and communication skills and an innate willingness to assist customers and fellow team members. They will be self-motivated and able to work efficiently and accurately.

This is a virtual position - you will work remotely using provided technology.

Customer Experience Associates must be available to work regularly scheduled shifts four weekdays per week plus two weekend shifts per month on Monday-Friday 8 AM-3PM ET or 2 PM-9 PM ET and Saturday-Sunday 10AM-4 PM ET.

Essential Duties & Responsibilities

The essential functions include, but are not limited to the following:

Communicate courteously with customers by chat, email and telephone.
Promptly handle a large number of online chats, emails and calls daily while maintaining a friendly voice and professional attitude.
Work in a semi-scripted environment while also resolving unscripted situations quickly on the fly and in a positive and customer-focused manner.
Leverage Artificial Intelligence (AI) and other technology to efficiently and effectively respond to customer inquiries.
Collaborate with other team members to resolve customer tickets.
Communicate professionally with partner carrier staff by email, chat and phone on behalf of customers.
Keep accurate records documenting discussions and correspondence with customers.
Investigate and solve customers’ problems, which may be complex and highly emotional.
Manage customer complaints, such as a lost bike, delayed delivery or damage during shipping.
Maintain current knowledge of Bikeflights’ products and services.
Work and communicate regularly with other Customer Support staff.
Document, reproduce and relay site issues to the development team.
Attend regular virtual team meetings.
Suggest possible new improvements to customer service and help implement selected improvements.
Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills and Abilities)

Associate Degree + relevant experience or Bachelor’s Degree
Strong written and oral communication skills
Strong customer service skills
Strong organizational and attention to detail skills
Excellent time management skills
Excellent computer and typing skills with the ability to efficiently download, create, edit and share documents as well as create *.pdf and *.jpg file formats from other file types
Reliable, high speed internet access
Prior shipping, call center and/or customer service a plus
Prior experience in the cycling industry a plus
Ability to speak a second language desired
Prior remote work environment experience a plus

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Travel

Travel is not required for this position. The Customer Experience Associate may have the opportunity to travel in support of Bikeflights partner events, approximately 1-2 times per year for periods lasting from 1-3 days up to approximately one week.

Salary & Benefits

The starting compensation for this position is $21 per hour. Employee benefits include a remote work environment, paid time off and an annual bonus based on company and employee performance.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.