[Hiring] Rider Support Representative @Cannondale

Role Description

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 Cannondale, 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.

• 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 policies.
• Collaborate with other members of the team to expand collective knowledge and update information in the knowledge database.
• Track all customer interactions in CRM software and ensure all records are updated when needed.
• 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, and select frame and Reserve wheel warranties.
• Keep updated on current bike trends and new components.

Qualifications

• 1+ years of experience in Customer Service in the Consumer Products industry.
• Strong bike mechanic knowledge; technical knowledge of Cannondale bicycles is a plus.
• 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 diffuse 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.
• Strong working knowledge of CRM software, Smartsheets, and Google Suite.
• Positive attitude with the ability to be personable with everyone they meet.
• Effectively communicate in English, both verbally and in writing.

Requirements

• This compensation package will be dependent on experience, qualifications, industry experience, and the interview with a potential range of up to $24 - $32/hour.

Company Description

As a proud member of the Pon Holdings family, Cannondale benefits from the strong foundation and extensive network of one of the Netherlands' largest family-owned businesses, as well as the largest bike portfolio in the world: Pon.Bike, including brands like Santa Cruz, Cervélo, Kalkhoff, Focus, Urban Arrow, Veloretti, Gazelle, and Swapfiets.

Being a part of Cannondale means being part of a dynamic and forward-thinking organization backed by the strength and stability of Pon Holdings.