Gear Advisor Coordinator: Phone Agent @ Jenson USA: "America's Bike Shop" - Full-time

Description

Title: Gear Advisor Coordinator | Phone Agent

Reports To: Call Center Manager

Located in Riverside, CA, we are an online retailer of all things bike – mountain, road, e-bike, you name it. You can expect an easy-going, welcoming and flexible atmosphere with good people. We are looking for a bike nerd to serve our customers on the phone! Answer technical questions, solve order issues and help our customers get out and ride.

Check us out! 

Company perks

• 100% employee coverage for medical for local employees
• 3 weeks’ paid time off + 7 company holidays + Bike Day
• Employee Purchase Program – access to full inventory at cost
• Access to our Employee Purchase Program
• 401(k) Plan with 4% matching.
• Dental, vision and supplemental insurance options
• Professional Growth & Development Opportunities

Schedule

Our call center is open 7 days a week to best support riders when they need us. Our customers are always on the move, so supporting them on the weekends is part of our rhythm. We are currently looking for individuals who can work a Tuesday-Saturday or Friday-Tuesday schedule.

Summary of Primary Functions: 

As part of the Gear Advisor Coordinator Team, this role is responsible for energizing our customers at every opportunity.  You will interact with customers on the phone to solve inquiries, resolve concerns, and help them discover products to enhance their ride.

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 ensuring our customers’ questions, concerns or complaints are handled in a timely fashion while showing them the love!
• Identify opportunities to recommend Jenson USA products that will help take their adventure to the next level.
• Assist the call center in responding to chats and email tickets during high volume times.
• 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 and assist customers with placing orders when applicable.
• 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.
• Sales background is 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.

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.    

Qualifications