Customer Care - eCommerce, Guide

About the role

The Trek eCommerce team welcomes our customers to the best online bike shop in the world, trekbikes.com. We are seeking a dedicated and enthusiastic individual to demonstrate exceptional hospitality in the e-commerce space. Our ideal candidate is passionate about helping people achieve their goals, finding solutions for our customers, and takes pride in celebrating the success of others.

Responsibilities

• Acts as a resource for customers and retailers regarding product and technical questions with the right amount of empathy and urgency.
• Help customers choose the right bikes, accessories, and other Trek products to ensure an awesome biking experience.
• Assist customers via email, phone, live chat, or video within expected standards.
• Partner with shops to create awesome solutions for riders.
• Continuously learn and suggest process improvements to enhance our hospitality.
• Communicate with Product Managers to give customer feedback and understand Trek products.
• Utilize databases and resources to research and resolve consumer inquiries.

Requirements

• Love all things bikes and cycling.
• Excellent hospitality and communication skills through phones and online chat.
• Technical understanding of bicycles and bicycle repair.
• Comfortable working with multiple computer programs and applications.
• Must be able to build and maintain strong relationships.
• Strong desire to contribute to an outstanding customer service organization within the bicycle industry.

Qualifications

• Internet Speed: At least 100 MBs download and upload speeds.
• Looking to support weekends while still giving two days off in a row.

Skills

• Customer service skills
• Technical knowledge of bicycles
• Communication skills
• Problem-solving abilities

Benefits

• Flexible and fun company culture
• Competitive health care PPO & HDHP medical plan options, Dental insurance, Vision insurance
• Flexible Spending Accounts (FSA)
• Free life insurance & optional term life insurance
• Competitive vacation package
• 401(k) with match and Employee Stock Ownership Plans (ESOP)
• 12 weeks of maternity leave with 100% pay
• Flexible holiday schedule – 10 company holidays
• Tuition Reimbursement up to $15,000!
• (Undergraduate & Masters programs)
• Employee discounts on all product
• Deep partner retail discounts

Pay

• Compensation details are confidential and will be discussed during the interview process.

Schedule

• Schedule to be 10:00am-7:00pm CST.