Customer Experience Technical Support

3 weeks ago

Aliso Viejo, United States Cervélo Full time
The Company:

Cervélo exists to Make Riders Faster. You'll see our bikes on the road, on the trail, and under some of the most elite athletes in the world. We're a small group of passionate riders, dedicated to delivering the best bikes in the world. It's not all CAD and wind tunnel time, though, we're headquartered in Aliso Viejo, California, a sweet corner of Orange County where you can ride on and off-road year-round. Coming off a historic year in which Cervélo bikes won all three Grand Tours (the first bike in history to do so), our ambitions have never been higher, and we're looking for talented, driven people to join our team.

We are looking for a Customer Experience Technician (Customer Service) located on-site in Aliso Viejo, California. The position is consideredRegular, Nonexempt (Hourly).

Job Purpose (accountabilities):

Provide outstanding, best-in-class pre-sale and after-sale service to retailers and consumers, including warranty management, technical inquiry response and pro-active outbound activity, while monitoring and ensuring complete retailer and consumer satisfaction throughout their Cervélo experience.

Required Education and Experience:
  • One year experience in customer service for a premium consumer goods company
  • Fluency and comfort with fundamental computer programs and demonstrated ability to learn new programs
  • Technical experience in the bicycle retail industry
  • Cervélo specific product knowledge is an asset
Responsibilities:

Respond to retailer and consumer contacts, including phone calls and emails
  • Provide technical support to retailers and consumers
  • Respond to all inbound contacts within 3 hours
  • Resolve retailer and consumer issues by providing solutions to meet the needs of the customer and Cervélo
  • Provide follow-up information and recommendations to retailers and consumers.
  • Provide support to the Sales team as required (order entry, inquiries)
  • Follow-up with retailers and consumers to ensure satisfaction
  • Monitor Hubspot Ticket inquiries within specified parameters.
  • Provide a fast, precise, and personal experience.
Develop policies and processes for the management of the service function
  • In conjunction with team members, develop processes and standards for the following: warranty management, technical product inquiry, product availability, outbound service contract and after-incident follow-up
  • Actively communicate Cervélo Service Standards within the company
Manage warranties and product returns
  • Monitor Dealer portal and provide warranty support to all retailers within 3 hours
  • Liaise with manager and production planning to forecast and manage warranty stock and ensure appropriate levels at all times
  • Provide regular and thorough reports to Quality Assurance regarding common issues encountered with product returns
Participate in tradeshows and corporate events
  • Attend tradeshows and events as required to provide technical support and background information on products
  • Establish and maintain close relationships with retailers and consumers
  • Promote Cervélo products


Note: This job may require additional responsibilities and duties as assigned by Cervélo.

Knowledge:

1. Multi-lingual an asset

2. Microsoft Office knowledge required, experience with Great Plains an asset

3. Industry knowledge and technical aspects of cycling required

Skills:

1. Communication skills (verbal and written)

2. Organizational skills and prioritization

3. Time management

4. Conflict resolution

Working conditions:

Standard office hours with the ability to work until results are delivered May require after-hours work to follow up with international distributors and consumers

This compensation package will depend on experience, qualifications, industry experience and interviews with a potential range of $25.00 - 26.44 per hour.

  • Customer Service/Technical Support Representative I

    1 week ago

    Aliso Viejo, United States Ambry Genetics Full time

    ** Customer Service/Technical Support Representative I** **Job Category****:** Customer Support **Requisition Number****:** TECHN002861 Showing 1 location **Job Details** **Description** **JOB OVERVIEW:** The goal of the Technical Support Representative I is to provide technical support assistance to customers and internal staff for Ambrys software...

  • Customer Service/Technical Support Representative I

    15 hours ago

    Aliso Viejo, United States Ambry Genetics Full time

    ** Customer Service/Technical Support Representative I** **Job Category****:** Customer Support **Requisition Number****:** TECHN002861 Showing 1 location **Job Details** **Description** **JOB OVERVIEW:** The goal of the Technical Support Representative I is to provide technical support assistance to customers and internal staff for Ambrys software...

  • Customer + Brand Experience Coordinator

    7 days ago

    Aliso Viejo, United States Thomas James Homes Full time

    Job Description Job Description WE BUILD THE COOLEST HOMES IN THE COOLEST NEIGHBORHOODS! Thomas James Homes (TJH) is the replacement builder bringing superior design and tech-enabled simplicity to new, single-family homebuilding. Operating in high-demand communities across Northern and Southern California, the Pacific Northwest, and Arizona, TJH offers...

  • Customer + Brand Experience Coordinator

    5 hours ago

    Aliso Viejo, United States Thomas James Homes Full time

    Job Description Job Description WE BUILD THE COOLEST HOMES IN THE COOLEST NEIGHBORHOODS! Thomas James Homes (TJH) is the replacement builder bringing superior design and tech-enabled simplicity to new, single-family homebuilding. Operating in high-demand communities across Northern and Southern California, the Pacific Northwest, and Arizona, TJH offers...

  • Customer + Brand Experience Coordinator

    1 week ago

    Aliso Viejo, United States Thomas James Homes Full time

    Job DescriptionJob DescriptionWE BUILD THE COOLEST HOMES IN THE COOLEST NEIGHBORHOODS!Thomas James Homes (TJH) is the replacement builder bringing superior design and tech-enabled simplicity to new, single-family homebuilding. Operating in high-demand communities across Northern and Southern California, the Pacific Northwest, and Arizona, TJH offers...

  • Customer + Brand Experience Coordinator

    1 week ago

    Aliso Viejo, United States Thomas James Homes Full time

    Job Description Job Description WE BUILD THE COOLEST HOMES IN THE COOLEST NEIGHBORHOODS!Thomas James Homes (TJH) is the replacement builder bringing superior design and tech-enabled simplicity to new, single-family homebuilding. Operating in high-demand communities across Northern and Southern California, the Pacific Northwest, and Arizona, TJH offers...

  • Customer + Brand Experience Coordinator

    2 days ago

    Aliso Viejo, United States Thomas James Homes Full time

    Job Description Job Description WE BUILD THE COOLEST HOMES IN THE COOLEST NEIGHBORHOODS!Thomas James Homes (TJH) is the replacement builder bringing superior design and tech-enabled simplicity to new, single-family homebuilding. Operating in high-demand communities across Northern and Southern California, the Pacific Northwest, and Arizona, TJH offers...

  • Customer Support Representative

    1 week ago

    Aliso Viejo, United States Ambry Genetics Full time

    ** Customer Support Representative** **Job Category****:** Customer Support **Requisition Number****:** CUSTO003004 Showing 1 location **Job Details** **Description** **JOB OVERVIEW** The goal of the Customer Support Representative I is to assist with client requests, direct clients to the proper department when needed, retrieve and document verbal or...

  • Customer Support Representative

    9 hours ago

    Aliso Viejo, United States Ambry Genetics Full time

    ** Customer Support Representative** **Job Category****:** Customer Support **Requisition Number****:** CUSTO003004 Showing 1 location **Job Details** **Description** **JOB OVERVIEW** The goal of the Customer Support Representative I is to assist with client requests, direct clients to the proper department when needed, retrieve and document verbal or...

  • Consultant [Service Desk Analyst, IT Support]

    1 week ago

    Aliso Viejo, United States Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create...

  • Field Support Specialist

    1 week ago

    Aliso Viejo, United States RxSight, Inc. Full time

    Field Support Specialist / Orange County, CA RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the worlds first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The companys mission is to revolutionize the premium cataract surgery experience by...

  • Field Support Specialist

    1 week ago

    Aliso Viejo, United States RxSight, Inc. Full time

    Field Support Specialist / Orange County, CA RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by...

  • Field Support Specialist

    15 hours ago

    Aliso Viejo, United States RxSight, Inc. Full time

    Field Support Specialist / Orange County, CA RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the worlds first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The companys mission is to revolutionize the premium cataract surgery experience by...

  • Systems Support Specialist

    7 hours ago

    Aliso Viejo, United States Ambry Genetics Full time

    ** Systems Support Specialist** **Job Category****:** Patient Financial Services - QA & Testing **Requisition Number****:** SYSTE002929 Showing 1 location **Job Details** **Description** **JOB OVERVIEW** The PFS Systems Specialist is responsible for providing technical support to Patient Financial Services (PFS) to ensure functional needs are achieved....

  • Project Support Administrator

    2 weeks ago

    Aliso Viejo, United States NeoGenomics Laboratories Full time

    Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering our employees....

  • Project Support Administrator

    5 hours ago

    Aliso Viejo, United States NeoGenomics Laboratories Full time

    Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering our employees....

  • Senior Engineering Technical Support Manager

    1 week ago

    Mission Viejo, United States Saratech Full time

    About the Opportunity: Saratech is seeking a Senior Engineering Technical Support Manager reporting to the Sr VP of our Software Business Unit. This role is responsible for managing Saratech's team for Siemens PLM software pre and post sales support. The Manager will lead, develop, and execute pre-sales processes and tools in support of the LAER framework....

  • Senior Engineering Technical Support Manager

    10 hours ago

    Mission Viejo, United States Saratech Full time

    About the Opportunity: Saratech is seeking a Senior Engineering Technical Support Manager reporting to the Sr VP of our Software Business Unit. This role is responsible for managing Saratech's team for Siemens PLM software pre and post sales support. The Manager will lead, develop, and execute pre-sales processes and tools in support of the LAER framework....

  • Project Support Administrator

    3 days ago

    Aliso Viejo, United States NeoGenomics Full time

    Description Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. We believe in career development and empowering...

  • Director of Digital Marketing, Digital Experience

    2 weeks ago

    Aliso Viejo, United States Metagenics Full time

    ⠀: **About Metagenics** Metagenics believes in helping people live happier, healthier lives by realizing their genetic potential. It’s why, when we defined Metagenics’ Mission, Values, and Vision, we started with our company’s own DNA. United by purpose and core values (Integrity, Authenticity, Respect, Diversity & Inclusion and Healthy & Happiness)...