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

Jenson USA•Riverside, CA

4d•$18 - $18•Hybrid

About The Position

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! jensonusa.com

Requirements

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.
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.

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.