Customer Experience Associate

BikeFlights.com is hiring a Customer Experience Associate. Come join a fast-growing, global, online company that helps individuals, bike shops, events and cycling industry businesses ship their bikes, wheels and gear with confidence. Our customers get low costs, excellent service and on-time delivery with every shipment, and we pride ourselves on providing all customers with personalized, attentive customer support.

As a member of our Customer Support Team, you will provide help and advice to customers using BikeFlights.com’s products and services. Specifically, you will use a variety of technical software tools to monitor the status of ongoing shipments to ensure successful pickup and on time delivery. You will communicate with our carrier and customers to resolve a variety of issues including missed pickups, missed deliveries and delays. 

This is a virtual position - you will work from the comfort of your own home using provided technology.

Customer Experience Associates must be available to work a regularly scheduled four days per week plus two weekends per month during our call center hours of Monday-Friday, 9am-9pm EST / 6am-6pm PST and Saturday-Sunday, 10am-4pm EST / 7am-1pm PST. 

The ideal candidate will

• Possess a positive, professional attitude with excellent communication skills and an outgoing personality.
• Be self-motivated and driven by personal success with a desire to help people.
• Have 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.
• Have strong attention to detail, including ability to filter large quantities of data and analyze reports.
• Be highly motivated to take initiative in solving multiple problems simultaneously.
• Have the self awareness and perspective to calmly communicate under stress.
• Be a cyclist with a passion for helping others go ride their bikes.

Responsibilities

• Communicate courteously with customers by chat, email and telephone and occasionally in person.
• Promptly handle a large number of online chats, emails and calls daily while maintaining an enthusiastic voice and attitude.
• Work in a semi-scripted environment while also resolving unscripted situations quickly on the fly and in a positive and customer-focused manner.
• 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.com’s 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.
• Maintain a professional appearance when interacting with current or potential customers in person - whether on or off a bicycle.

Additional skills and requirements

• Associate’s degree + relevant experience or Bachelor’s degree
• 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
• Occasional ability to travel (<5%) as a representative of BikeFlights.com

Other details

• Salary commensurate with experience.
• References are required.

Please submit your cover letter and resume to jobs@bikeflights.com by March 31, 2021.