Customer Service Agent

Canyon is the world’s leading manufacturer of road, mountain, triathlon, urban and fitness bikes. Our direct-to-consumer approach and desire to inspire riders to ride sets us apart from our competitors in the cycling world. Constantly exploring new paths enables us to stay ahead of the game and drives us forward as a pioneer in our industry. Now more than ever, we are on the lookout for talented individuals who are prepared to help us shape the future of cycling through a positive customer experience.

Position Summary:

We are looking for a Customer Service Agent to assist our customers before, during, and after the purchase of our products.

Customer Service Agent responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to build trust and confidence with our clients’. In addition to being comfortable using numerous help desk software’s.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Summary of Key Objectives:

• Engage the customer to determine what their desired user experience is for cycling: road: race, tri, or mountain bike. What is their ideal “pure cycling” experience?

• Drive a curated upbeat, friendly, professional, consultative discussion that helps lead the customer through the decision-making process of determining the right Canyon bike for them.

• Translate the consumer’s ultimate ride desires into specific Canyon models, overcoming any objections with accurate, useful information to move towards a purchase.

Education, Experience, and Knowledge / Skills / Abilities / Requirements

Minimum Education Requirements:

• High School diploma

Work Experience:

• Minimum 2-3 years of experience in a Customer Service or sales position

Knowledge, Skills, and Abilities

• Experience using help desk software and remote support tools

• Knowledge and expertise in Salesforce, Outlook, MSFT Office, Windows

• Ability to work a flexible weekly schedule and some weekends

Specific Job Functional Requirements

• Respond to customer queries in a timely and accurate way, via phone, email and chat

• Identify customer needs and help find a solution during the first contact or as few contacts as possible

• Propose additional merchandise to complement the bike model.

• Inform customers about new products and innovations

• Update our internal databases with information about technical issues and useful discussions with customers.

• Follow up with customers to ensure their issues are resolved

• Monitor customer complaints and notify Customer Service Manager of growing trends

• Analyze and report product malfunctions to Sales and Customer Support Manager

• Gather customer feedback and share with our Product and Marketing teams

• Share feature requests and effective workarounds with team members

Additional Requirements:

• Excellent communication and problem-solving skills

• Participate in Canyon events on and off property as needed during the year

• Assist in the Canyon Showroom when needed

Preferred Experience (not required)

• Previous bike industry experience: bike retail, distributor, e-commerce, manufacturer

• Technical knowledge of bikes

• Some college preferred

• Proficient or conversant in Spanish

Work Environment:

We offer a professional, upbeat, and fun work environment at the Make Building in Carlsbad. It is a world-class office space with a Canyon Showroom for displaying our professional team and athlete bikes.

Physical Factors

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 30 pounds.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.