Care Representative

Are you ready to combine your passion for an active lifestyle with a meaningful and multifaceted career in the cycling industry? At Specialized, our teammates are encouraged to explore roles in a variety of functions throughout their careers. We value curiosity, a desire to try new things, and an eagerness to learn about all aspects of the business. No matter where you begin with the company, you get to decide where you want to go—whether it’s marketing, finance, product development, sales, or an international assignment. Join us in making the world a better place through the power of bicycles and build your dream career at the same time.

About the role

A great place to start is as a Care Representative. You’ll provide independent Specialized retailers and consumers with the best customer experience possible, playing a crucial role in helping them experience the life-changing benefits of the bicycle. You’ll also develop a deep understanding of our whole business by working cross-functionally with other teams, setting you up for a long-lasting, successful career with us.

Responsibilities

• Deliver concierge-level service to our riders and retailers via phone, chat, and email
• Provide personalized pre-sale advice by carefully assessing the rider’s needs
• Drive consultative selling to successfully build long-term relationships with riders
• Convert inquiries into sales and guide riders through the purchase journey
• Own the rider experience; provide outstanding customer service at all stages of the purchase and ownership journey, tackle problems, and follow-up to the end
• Resolve technical issues through troubleshooting and diagnostic fault-finding
• Occasionally work hands-on with bikes to solve customer issues or support re-works; this includes concierge-level service or urgent needs as deemed by the company

Requirements

• Experience in a retail or customer service role
• Proven experience in supplier or retail sales – bonus points for metrics to back up how phenomenal you are!
• Strong business insight and curiosity about the cycling industry and our brand – you'll talk with all kinds of customers
• Ability to balance consistently achieving a high level of customer satisfaction and closing sales
• Strong written and oral communication skills
• Hands-on technical ability to problem-solve in a relevant field (bike mechanic, automotive, consumer electronics, etc.)
• The ability to multitask, prioritize, and remain calm when dealing with difficult customers
• Proficiency with PCs, CRM systems, and the MS suite
• Live and breathe our core values: The Rider is Boss
• A passion for bikes and a desire to make a positive impact for riders
• 2+ years of experience in a customer service role
• Fluent in bicycle technology and the value it brings to society
• Salesforce CRM and Oracle experience

Schedule

40 hours per week across 7 days, 7am-7pm (MT). Travel to events may be occasionally required.

Location

Salt Lake City, UT

Benefits

• Competitive pay
• PPO, EPO, HMO Kaiser, and HDHP competitive Healthcare benefit plans (including coverage for acupuncture and physical therapy)
• Dental and Vision plan
• Health Savings Account with a company-paid HSA contribution when enrolled in the High Deductible Aetna medical plan with HSA
• 401(k) Matching up to $5,000 plus company-paid retirement plan fees
• Company-paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance program
• Sick, Vacation, and Paid Holidays
• Employee discounts and perk program
• Parental Leave
• Specialized bike for new baby
• Education and events reimbursement