[Hiring] Bike Gearhead @CSC Generation

Role Description

This role requires deep, hands-on knowledge of road and/or mountain bikes — components, fit, apparel, and gear. If you can't speak fluently to a customer about drivetrain compatibility, saddle selection, or the difference between a gravel and CX build, this isn't the right fit. We screen for this in interviews.

In brief, you’ll translate Competitive Cyclist and Backcountry’s vision for our Gearheads into a meaningful context that our riders can relate to and feel excited by. You’ll champion ownership, quality, and rider experience through authentic and meaningful customer interactions.

Our Gearheads are the lifeblood of Competitive Cyclist and Backcountry. They’re the first folks customers interact with, and the reason customers return to our site. With Gearheads, a core competency in product expertise and a capacity to differentiate the customer experience will drive increased customer retention and purchase frequency, thereby generating top-line growth and margin expansion.

The Gearhead Bike position requires great skills in customer service and a desire to learn the ins and outs of the bike industry. Your goal will be to provide concierge level customer service to all of our riders and customers.

If you are excited about getting on the bike and meeting more people who ride, then now is the time to apply.

• Provide concierge level service to our riders/customers
• Assist riders with general product questions
• Answer calls, chats, and emails
• Build and maintain relationships with our riders
• Solve problems, answer questions about orders, returns, shipping, and order status
• Contact customers via follow-up
• Learn our processes and systems to meet our customers' needs
• Work alongside a motivated and fun team full of riders that are passionate about bikes
• Build your product knowledge through training and assisting our riders
• Answer inbound calls and make outbound calls

Qualifications

• Experience in the cycling industry preferred
• A passion for all things cycling
• A passion for helping people
• Must be able to use computers daily and have basic computer operating skills
• Must be able to multitask, prioritize, and think on your feet
• Customer service and sales experience strongly preferred
• Schedule flexibility including weekends and evenings until 10:00pm
• Ability to build and maintain long-term relationships with customers
• Ability to use active listening to identify customer needs, concerns, and complaints
• Ability to effectively communicate both verbally and written required
• Able to work efficiently and effectively within multiple channels of inquiries

Requirements

• Must be available at least one weekend day/week
• Looking for folks that can work Saturdays and Sundays, and closing shifts during some weekdays (ending at 9 pm MST)
• Training is paid, and you will train from home
• We provide all equipment for training and for the job, you cannot use personal equipment.

Benefits

• Employee discount to help fuel your passion for riding along with other industry perks.