Customer Care, Guide

Trek•Waterloo, WI

About The Position

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.

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.
Internet Speed: At least 100 MBs download and upload speeds.
Looking to support weekends while still giving two days off in a row.
Schedule to be 10:00am-7:00pm CST.

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.