Job Title
Customer Service Rep
Company / Organization
Stages Cycling
Job Description
Stages offers you the opportunity to work within the bike industry in an environment of like-minded people. We are looking for great people to join our team who are committed to living out our core values – Agile, Listening, Passionate, Creative, Intelligent – all in an innovative environment.
Apply through our Career Portal at www.stagescycling.com/careers.
ROLE AND RESPONSIBILITIES
Provide pre- and post- sales technical support for Stages Cycling, Stages Indoor Cycling, and/or Stages Indoor Home Cycling products to domestic consumers, dealer accounts, and independent sales representatives.
• Provide timely and accurate sales support to our domestic consumers, dealer accounts, and assigned outside sales reps by entering orders, answering questions, and providing guidance on sales programs.
• Provide timely and accurate technical support to our domestic consumers, dealer accounts, and outside sales reps by answering questions, walking them through troubleshooting processes, and processing warranties as needed.
• Support consumers, dealer accounts, and assigned outside sales reps with technical and sales related questions with both pre- and post- sales of Stages products.
• Support pre-sale and post-sale technical support on our indoor cycles, power meters, StagesFlight, and any other SIC products
• Direct new dealer accounts to the sales representative in their region
• Communicate with customers via inbound and outbound phone calls
• Communicate with customers via internet contact
• Interact with other departments in Portland and Boulder office through appropriate channels
• Work directly with warranty team to achieve timely resolution as needed
• Respond to customer service “tickets” submitted via email, the website, and occasionally social media
• Maintain accurate customer data and product issue data in ticketing system
• Provide exceptional customer experience in all communications with customers
• Stay up to date on internal communication regarding our product updates, relevant competitor products, industry developments, internal processes, customer facing processes, warranty and other technical support processes, trouble-shooting techniques, and other relevant information
• Participate in Customer Service team meetings and trainings
• Other tasks and projects as assigned
ORDER ENTRY
• Respond to warranty needs as directed by SIC Customer Service Manager
• Issue parts orders for warranty replacements
• Place orders for parts as directed by SIC Customer Service Manager
• Troubleshooting for international distributors
FIELD TECHNICIAN SUPPORT
• Provide technical support to field technicians with any questions related to installation, maintenance, trouble-shooting and any other questions related to the Stages Indoor Cycling bike, power meter, StagesFlight system, and any other future Stages Indoor Cycling products.
• Create work orders and purchase orders for third party field service technicians and work with accounting to ensure payments are completed in a timely manner
• Maintain files with contracts and insurance documents for third party service provider contracts
• Maintain google document with information on current third party service providers and the regions they cover
• Place orders for parts as requested by the Service Technicians and approved by the Service Director.
• Other tasks and projects as assigned
*Designates non-essential job responsibilities
*Designates non-essential job responsibilities
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Knowledge of and experience with common bicycle drivetrains and components, especially in regard to bottom bracket standards.
• Able to walk customers through mechanical troubleshooting processes in manner that enables them to perform troubleshooting effectively.
• Able to empathize with frustrated or emotional customers in a manner that calms them down and works towards a productive solution.
• High level of organizational skills.
• High level of flexibility and creative problem solving.
• Ability to work independently and self-manage duties and tasks.
• Ability to use customer management and order processing systems, with training.
• High level of communication and interpersonal skills, including high-volume telephone and written correspondence.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees of Foundation Fitness/Stages Cycling.
• Ability to calculate figures and amounts such as discounts and percentages. Ability to apply concepts of basic math.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Employment will be contingent upon the results of background checks. See below for additional details
PREFERRED SKILLS
Experience with Customer Service communicating via phone and email, Knowledge of bikes and bike parts, Experience with word, Spreadsheet, and inventory software.
ADDITIONAL NOTES
We offer a competitive benefits package including medical, dental, vision, 401(k) matching, Flexible Spending Account, Paid vacation and holidays, free access to our fitness center, and product discounts.
We encourage all interested applicants to apply and welcome applicants of any race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetics. We are committed to evaluating candidates based on job qualifications. We will make reasonable accommodations as requested.
SUPERVISORY RESPONSIBILITY
This position does not have any supervisory responsibility
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment.
PHYSICAL DEMANDS
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. Foundation Fitness will make reasonable accommodations requested.
• While performing the duties of this job, the employee is occasionally required to sit or stand; use hands to finger or handle objects, tools or controls; reach with hands and arms; talk and hear; read and see near objects. The employee must occasionally lift or move office products and supplies, up to 20 pounds.
POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time in-office position. Core office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position may require overtime.
TRAVEL
Travel is not required for this role.
BACKGROUND CHECKS
Offers of employment will be contingent upon the results of a background check. Background checks will be completed only after a contingent offer of employment has been accepted. Background checks include social security verification, prior employment verification, personal and professional reference verification, criminal history check, and potentially additional searches. Searches related to criminal history will take into consideration the nature of the crime and its relation to the position, the time since the conviction, the number of convictions, and relevant risk to the business and related parties.
ADDITIONAL NOTES
We offer a competitive benefits package including medical, dental, vision, 401(k) matching, Flexible Spending Account, Paid vacation and holidays, free access to our fitness center, and product discounts.
Equal Opportunity Employment
We encourage all interested applicants to apply and welcome applicants of any race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetics. We are committed to evaluating candidates based on job qualifications. We will make reasonable accommodations as requested.
How to Apply
Apply through the Stages Cycling Career Portal at www.stagescycling.com/careers.