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Form of workWe have an exciting opportunity for a Customer Service enthusiast to join our busy team providing support to Cannondale's North American consumers. The Customer Service Representative (CSR) is our first point of contact with our end consumer. The right person for this job has a mix of high energy, attention to detail, enjoys turning problems into opportunities, and has a dedication to providing a best in class customer experience. The CSR is responsible for providing Cannondale consumers with pre-purchase guidance, order support and post-purchase use and care assistance. The CSR engages with consumers through a mix of phone, email, chat and social channels. Positive interaction in these channels are significant drivers of brand loyalty. The CSR must be able to successfully resolve escalated customer issues and provide a superior customer experience. You will be a key contributor to our ongoing efforts in gathering "voice of the consumer" insights that are used to ensure we are making decisions that best support our consumers expectations.
How You'll Contribute:
- Serves as primary point of contact for all customer care for Cannondale in North America and directs them to appropriate staff as needed.
- Professionally respond to and resolve incoming consumer inquiries across multiple communication channels (phone, email, chat, social, SMS) in a timely manner on a wide variety of topics including, but not limited to, pre-purchase questions, order status, use and care information, and product or experience complaints.
- Ensures a positive brand experience for consumers through knowledgeable responses to rider email inquiries, live chats, and social media messages using Zendesk, our customer relationship management tool.
- Provides customers with technical bicycle related product information.
- Provides customers with information specific to our brand.
- Identifies, researches, and resolves rider issues.
- Provides pre-purchasing advice to riders.
- Strives for first contact resolution, working to resolve customer issues at the point of contact.
- Works collaboratively with business partners in other departments to remedy issues related to processing customer orders, returns and payments.
- Creates and maintains updates to consumer and internal knowledge base.
- Recognizes, documents, and alerts the team leader of trends in customer calls.
- Recommends process improvements.
- Assists supervisor with on-the-job training for new employees.
- Projects a professional company image through all lines of communication.
What You Bring to the Table:
- High School diploma or equivalent with 1-2 years' experience in a call center or Customer Service environment.
- Must have full proficiency with verbal and written communication skills in English & French.
- Must be proficient in Microsoft Office and have the ability to learn Customer Service software applications.
- Must be flexible to work a varied full-time schedule during the hours of 9:00am to 6:00pm ET, Monday-Friday.
- Passion for Cycling and the Cycling Industry.
- Should be self-motivated, highly flexible, and have the ability to work well under pressure in a fast-paced and demanding environment. Desire to advance within the industry is a plus.
- Able to work effectively with minimal supervision.
- Basic to intermediate bicycle technical knowledge.
- 2- 5 years' experience working in bicycle shops or completion of bicycle mechanics training program and 1-2 years bicycle shop experience.
- Experience using SAP is a plus.
- Experience using Zendesk is a plus.
Some of our Great Benefits:
- Comprehensive Medical/Prescription/Dental/Vision plans
- Hybrid work environment
- Generous Paid Time Off Programs
- Life & Disability Insurance
- FSA/HSA/Dependent Care FSA
- 401k and company match
- Commuter Incentive Program
- Volunteer Time Off
- Voluntary benefits (critical illness, accident, and hospital indemnity insurances)
- Great discounts on company products
- Employee Wellness Program
- EAP benefit
- Parental Leave program
- Access to group home and auto insurance
- A mix of casual yet professional culture
Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know.
To learn more about Cannondale's privacy policy, please click here: Privacy Policy | Cannondale (English)
An applicant's personal information will be shared in accordance with our privacy policy; by applying for a position, you are accepting the terms of our policy.
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