Rider Support Representative

Our mission at Santa Cruz Bicycles is to make the best bicycles and to have fun doing it. Since 1994, we’ve been doing just that, and finding unique and innovative solutions for everything from suspension design to manufacturing processes along the way. We are a global organization and one of many premium brands in the Pon Bike portfolio, the largest bike company in the world.  We are humble but proud of our heritage, built on our commitment to quality products and our most valued asset, talented people who are invited to be themselves and enhance our distinctive and evolving workplace culture.

ABOUT YOU: You will join a fast-paced team that creates an amazing experience for our customers, dealers and prospective customers. You will often be the first person that customers interact with at Santa Cruz Bicycles so we are looking for someone who is all about providing exceptional customer service and support. In order to give our customers the best experience, you will need to have strong bike knowledge and experience in customer service for this role as you will be answering a wide variety of questions. If you are passionate about bikes, love to help people and collaborate with others, this could be your new dream job.

This position will be onsite at Santa Cruz Bicycles’ HQ five days/week

WHAT DOES YOUR DAY JOB LOOK LIKE:

• Provide resourceful technical assistance to our customers by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issues

• Answer incoming phone calls and reply to voicemails from customers and resolve requests in accordance with our No Missed Rides policy

• Collaborate with other members of the Rider Support team to expand collective knowledge and update information in the Rider Support database

• Track all customer interactions in CRM software (Hubspot) and ensure all records are updated when needed

• Keep updated on current bike trends and new components

• Provide insights and relay common customer issues to the Design team to influence future product designs and improvements

• Respond to bearing warranty claims as assigned by Hubspot, and select frame and Reserve wheel warranties

WHAT YOU BRING TO THE TABLE:

• 1+ years of experience in Customer Service in the Consumer Products industry

• Strong bike mechanic knowledge, especially Santa Cruz Bicycles and Juliana Bicycles

• Demonstrate strong problem-solving abilities to address and resolve customer issues effectively and efficiently

• Handle multiple customer interactions and requests simultaneously while maintaining a high standard of service

• Possess the ability to manage and defuse difficult situations with customers to ensure a positive outcome

• Ability to convey resolutions politely and effectively to customers to resolve their issues

• Excellent administrative, clerical, record-keeping and computer skills

• Ability to take direction and execute tasks promptly

• Organized with the ability to provide clear communication to team members and customers

• Strong working knowledge of CRM software, Smartsheets and Google Suite

• A keen interest in staying updated with the latest bike tech advancements

• Positive attitude with the ability to be personable with everyone they meet

LANGUAGE SKILLS: Ability to read and comprehend and explain documents such as safety rules, operating and maintenance instructions, and procedure manuals in English. Effectively communicate, verbally and in writing, in English.

PHYSICAL DEMANDS FOR THE ROLE: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.

Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities.  While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 25 pounds. Vision may be corrected within normal range. The noise level in the work environment is loud.

HOURLY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential range of $20-$24 per hour.