Warranty Guide

Trek•Waterloo, WI

3d•Onsite

About The Position

As a Trek Warranty Guide, you will play a crucial role in building and maintaining relationships with Trek’s bicycle dealer customers. You will add value to our Customer Service department by demonstrating strong communication skills, excellent follow-through, and a focus on hospitality. You will partner with Inside Sales and Territory Managers to ensure top-level customer service to dealers. A successful Warranty Guide will manage warranty claims, technical inquiries, and customer service opportunities in a team environment.

Requirements

Fulltime position with Hourly pay
40-hour, 5-day workweek that includes either a Saturday or Sunday
Work onsite at Trek Bicycle Headquarters in Waterloo, WI
Strong desire to be a contributing member of the best customer care team in the bicycle industry.
Bicycle retail shop experience.
Sense of urgency.
Good bicycle mechanic skills.
Excellent verbal and written communication skills.
Exceptional customer service skills with a focus on hospitality.
Ability to build and maintain relationships in a relationship-based customer service environment.

Responsibilities

Process warranty claims from beginning to resolution, seeking solutions that are mutually beneficial to Trek and the dealer.
Seize opportunities to help stores provide top-level customer service to consumers.
Receive phone and email contacts, ensuring a welcoming and supportive interaction.
Collaborate with Inside Sales Representatives and Territory Managers to ensure cohesive customer service.
Engage in continuous improvement and seek to add value to Trek, its dealer network, and end users.
Act as a resource for both end users and bicycle retailers regarding product and technical questions.
Communicate with Product Managers to understand new and changing products.
Utilize databases and online chat resources to research and resolve consumer inquiries.