Rider Care Representative

Rider Care Representative
SPECIALIZED BIKES
Are you ready to combine your passion for an active lifestyle with a meaningful and multifaceted career in the cycling industry? At Specialized, our teammates are encouraged to explore roles in a variety of functions throughout their careers. We value curiosity, a desire to try new things, and an eagerness to learn about all aspects of the business. No matter where you begin with the company, you get to decide where you want to go whether it's marketing, finance, product development, sales, or an international assignment. Join us in making the world a better place through the power of bicycles and build your dream career at the same time!
A great place to start is as a Rider Care Representative. You'll provide riders with the best customer experience possible, playing a crucial role in helping them experience the life-changing benefits of the bicycle. You'll also develop a deep understanding of our whole business by working cross functionally with other teams, setting you up for a long lasting, successful career with us.
HOW YOU'LL MAKE A DIFFERENCE

• Deliver concierge-level service to our riders and retailers via phone, chat, and email
• Provide personalized pre-sale advice by carefully assessing the rider's needs
• Convert inquiries into sales and guide riders through the purchase journey
• Own the rider experience; provide outstanding customer service at all stages of the purchase and ownership journey, tackle problems, and follow-up to the end
• Resolve technical issues through troubleshooting and diagnostic faultfinding
• Occasionally work hands-on with bikes to solve customer issues or support re-works; this includes concierge-level of service or urgent needs as deemed by the company

WHAT YOU NEED TO WIN

• Experience in a retail or customer service role
• Strong written and oral communication skills
• Hands-on technical ability to problem solve in a relevant field (bike mechanic, automotive, consumer electronics, etc.)
• The ability to multitask, prioritize, and remain calm when dealing with difficult customers

• Proficiency with PCs, CRM systems, and the MS suite
• Live and breathe our core values: The Rider is Boss
• A passion for bikes and a desire to make a positive impact for riders
• 2+ years of experience in a customer service role
• Fluent in bicycle technology and the value it brings to society
• Salesforce CRM and Oracle experience

TELL ME MORE

• 40 hours per week across 7 days, 7am-7pm (MT)
• Location: Salt Lake City, UT or Columbus, OH
• Benefits include a competitive employee discount
• Travel to events may be occasionally required

Benefits
Along with competitive pay, as a full-time teammate you are eligible for the following benefits beginning 30 days from date of hire. Benefits include:

• Along with competitive pay, as a full-time teammate you are eligible for the following benefits beginning 30 days from date of hire. Benefits include:
• PPO, EPO, HMO Kaiser and HDHP competitive Healthcare benefit plans offered (which include coverage for acupuncture and physical therapy)
• Dental and Vision plan
• Health Savings Account with a company paid HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• 401(k) Matching up to $5,000 plus company paid retirement plan fees
• Profit Sharing Plan
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance program
• Sick, Vacation and Paid Holidays
• Employee discounts and perk program
• Parental Leave
• Specialized bike for new baby
• Education and events reimbursement

For additional information on benefits and perks, please visit: https://benefits.specialized.com
We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone - especially those from marginalized groups - to apply to our job postings and help us earn the position as the rider's brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedaling the planet forward. Regardless of your qualifications, if you are ready to make a difference, please apply and let us know how you can make an impact at Specialized!
See what we are up to on LinkedIn, Instagram, and most importantly, our #DogsofSpecialized.