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Customer Service Representative

3 months ago

Wilton, United States Cannondale Full time

For more than 50 years, Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you. We have an exciting opportunity for a customer service enthusiast to join our busy team providing support to Cannondale’s North American consumers. The Customer Service Representative is our first point of contact with our end consumer. The right person for this job has a mix of high energy, attention to detail, enjoys turning problems into opportunities, and has a dedication to providing best in class customer service. The CSR is responsible for providing Cannondale consumers with pre-purchase guidance, order support and post-purchase use and care assistance. The CSR engages with consumers through a mix of phone, email, chat and social channels. Positive interaction in these channels are significant drivers of brand loyalty. The CSR must be able to successfully resolve escalated customer issues and provide superior customer service. You will be a key contributor to our ongoing efforts in gathering “voice of the consumer” insights that are used to ensure we are making decisions that best support our consumers expectations. How You'll Contribute: Serves as primary point of contact for all Customer Service support for Cannondale in North America and directs them to appropriate staff as needed. Professionally respond to and resolve incoming consumer inquiries across multiple communication channels (phone, email, chat, social, SMS) in a timely manner on a wide variety of topics including, but not limited to, pre-purchase questions, order status, use and care information, and product or experience complaints. Ensures a positive brand experience for consumers through knowledgeable responses to rider email inquiries, live chats, and social media messages using Zendesk, our customer relationship management tool. Provides customers with technical bicycle related product information. Provides customers with information specific to our brand. Identifies, researches, and resolves rider issues. Provides pre-purchasing advice to riders. Strives for first contact resolution, working to resolve customer issues at the point of contact. Works collaboratively with business partners in other departments to remedy issues related to processing customer orders, returns and payments. Creates and maintains updates to consumer and internal knowledge base. Recognizes, documents, and alerts the team leader of trends in customer calls. Recommends process improvements. Assists supervisor with on-the-job training for new employees. Projects a professional company image through all lines of communication. What You Bring to the Table: High School diploma or equivalent with 2 years of experience in a sales environment or an equivalent combination of education and experience. Passion for Cycling and the Cycling Industry. Must have excellent written and verbal communication skills. Must be able to use MS Word, Excel and Outlook. Computer literate with ability to learn new applications quickly. Superior customer service and sales skills required. Self-motivated, highly flexible, and have the ability to work well under pressure in a fast-paced and demanding environment. Desire to advance within the industry is a plus. Must be flexible to work a varied full-time schedule during the hours of 9:00am to 6:00pm ET - Monday-Friday. Experience using SAP is a plus. Experience using Zendesk is a plus. Some of our Great Benefits: Comprehensive Medical/Prescription/Dental/Vision plans Hybrid work environment Generous Paid Time Off Programs Life & Disability Insurance FSA/HSA/Dependent Care FSA 401k and company match Commuter Incentive Program Volunteer Time Off Voluntary benefits (critical illness, accident, and hospital indemnity insurances) Great discounts on company products Employee Wellness Program EAP benefit Parental Leave program Access to group home and auto insurance A mix of casual yet professional culture This is a full-time, non-exempt role eligible for full-time benefits, with an expected annual pay between $40,000 and $45,000. Exact compensation will be determined based on skills and experience. Want a closer look into what it's like to Come Ride With Us? Explore more of Cannondale on Instagram and LinkedIn. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know. To learn more about Cannondale's privacy policy, please click here: Privacy Policy | Cannondale (English) An applicant's personal information will be shared in accordance with our privacy policy; by applying for a position, you are accepting the terms of our policy. #J-18808-Ljbffr