Client Support Specialist

2 weeks ago

Carlsbad, California, United States CANYON BICYCLES USA INC Full time
Job Overview

Canyon Bicycles USA Inc. stands as a premier manufacturer in the cycling industry, offering a diverse range of road, mountain, triathlon, urban, and fitness bicycles. Our commitment to a direct-to-consumer model and our passion for inspiring cyclists distinguishes us from competitors. We are continuously seeking skilled individuals ready to enhance the cycling experience through exceptional customer service.

Position Overview:

We are in search of a Customer Service Agent dedicated to assisting clients throughout their journey with our products.

The responsibilities of the Customer Service Agent encompass addressing customer inquiries, proposing solutions, and guiding users through product features and functionalities. Success in this role requires outstanding communication skills and the ability to foster trust and confidence with our clientele. Proficiency in various help desk software is essential.

Ultimately, your contributions will help solidify our reputation as a company renowned for outstanding customer support during all sales and post-sales interactions.

Key Responsibilities:

  • Engage with customers to understand their ideal cycling experience, whether it be road racing, triathlons, or mountain biking.
  • Facilitate a positive, professional, and consultative dialogue that assists customers in selecting the perfect Canyon bike.
  • Translate customer preferences into specific Canyon models, addressing any concerns with accurate and helpful information to facilitate a purchase.

Qualifications:

Minimum Education:

  • High School diploma

Work Experience:

  • 2-3 years of experience in customer service or sales roles

Skills and Abilities:

  • Familiarity with help desk software and remote support tools
  • Proficient in Salesforce, Outlook, MS Office, and Windows
  • Ability to work a flexible schedule, including some weekends

Job Functional Requirements:

  • Respond promptly and accurately to customer inquiries via phone, email, and chat
  • Identify customer needs and provide solutions during the initial contact whenever possible
  • Suggest additional products that complement the chosen bike model
  • Inform customers about new product launches and innovations
  • Maintain internal databases with information on technical issues and valuable customer interactions
  • Follow up with customers to ensure resolution of their concerns
  • Monitor customer feedback and report trends to the Customer Service Manager
  • Analyze product malfunctions and communicate findings to the Sales and Customer Support Manager
  • Collect customer feedback and relay it to our Product and Marketing teams
  • Share feature requests and effective solutions with team members

Additional Requirements:

  • Exceptional communication and problem-solving skills
  • Participation in Canyon events as required throughout the year
  • Assistance in the Canyon Showroom when necessary

Preferred Experience:

  • Background in the bike industry: retail, distribution, e-commerce, or manufacturing
  • Technical knowledge of bicycles
  • Some college education preferred
  • Proficiency in Spanish is a plus

Work Environment:

We provide a dynamic, professional, and enjoyable work atmosphere. Our office features a showroom showcasing our professional team and athlete bicycles.

Physical Requirements:

The physical demands outlined here represent those necessary for an employee to successfully perform the essential functions of this role. While executing job duties, employees are regularly required to sit for extended periods, use hands for computer operations, reach with hands and arms, and communicate verbally. Occasionally, employees may need to lift or move up to 30 pounds.

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

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