Customer Service Agent

4 weeks ago

Carlsbad, United States Canyon Bicycles Full time
Position Summary

The Lifetime Support Agent at Canyon Bicycles USA plays a pivotal role in delivering post-purchase customer service. They are the first point of contact for customers seeking assistance with bike functionality, spare parts needs, troubleshooting technical issues, and initiating and resolving warranty claims. The primary responsibility will be to ensure a smooth and positive customer experience, which directly supports customer confidence and brand reputation.

Essential Job Functions
  • Provide best-in-class customer service: Demonstrate a solid understanding of the Canyon business as well as soft skills that exhibit empathy and resolve.
  • Develop and maintain expert-level Canyon product knowledge: Through rigorous training, initially provided by Canyon, but continuously improved upon through self-study of internal resources such as the website, internal tech bulletins, product briefs, bike launch presentations, and other internal documentation.
  • Develop and maintain OEM product expertise: Through Canyon curated OEM training, which involves learning to navigate OEM service methods, learning troubleshooting protocols, and understanding warranty and service processes specific to the respective OEM.
  • Effectively communicate with customers, internal team, and external partners: Manage multiple cases, complex issues across various products, and external forces that may be out of an agent's control. Use tactical diligence to document, escalate, and collaborate to resolve cases skillfully.
  • Demonstrate aptitude for internal operating systems: Understanding and working with key operations systems are essential in performing daily functions. Training will be provided, but developing proficiency in business technologies such as SAP, Salesforce, and SharePoint is required.
  • Achieve critical KPI targets: An agent's performance is managed against individual Customer Satisfaction Scores (CSAT), number of cases handled, contact rate, and following internal case handling protocols. Additionally, adhering to a manager-prescribed schedule is a required performance-related metric.

Minimum Education & Work Experience Requirements
  • High School Diploma
  • Minimum 2-3 years of experience in customer service or retail

Preferred Knowledge, Skills, and Abilities:
  • Experience using help desk software and remote support tools
  • Knowledge and expertise in SAP, Salesforce, Outlook, and Microsoft Office
  • Ability to multi-task and manage different communication platforms at any given time (chat, email, phone)
  • Strong communication skills with the ability to deescalate difficult situations
  • Performs well in a high-pressure, fast-paced environment
  • Self-starter who takes initiative and is intrinsically driven to solve problems
  • Ability to work a flexible hybrid in-office schedule and some weekends

Work Environment

We offer a professional, upbeat, and fun work environment at the Canyon Bicycles US Headquarters in Carlsbad. It is a world-class office space with a Canyon Showroom for displaying our professional team and athlete bikes. This full-time role is an opportunity to be a part of the cycling and sports industry, work alongside an awesome team, and contribute to a growing company.

Physical Factors

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. While performing the duties of this Job, the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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