Customer Experience Associate

BikeFlights.com

Anywhere Remote only

Full time

$21-21 (hourly)

Customer Relations

May 25

Come join a fast-growing, global bike shipping company that is 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

A Customer Experience Associate is a member of our 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.

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

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

Essential Duties and 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.
  • 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 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. 

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.

Other Info

BikeFlights is an Equal Opportunity Employer, drug-free workplace and complies with ADA regulations as applicable.

Please submit your cover letter, resume and references to jobs@bikeflights.com by June 15, 2022.

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BikeFlights.com

Ship your bikes, wheels and gear with confidence.

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