[Remote] Customer Service Agent

Note: The job is a remote job and is open to candidates in USA. Quality Bicycle Products is hiring a Customer Service Agent to serve as the first point of contact for its customers. The role handles customer inquiries, orders, technical and shipping issues, returns, credits, and customer records across phone, email, and web-based interactions.

Responsibilities

• Serve as the frontline customer service representative for QBP providing high-quality service for our customers in phone, email, and web-based interactions. [70%]
• Fielding inbound technical & product related questions
• Entering and managing orders
• Providing answers to QBP services, websites, and other related technical inquiries
• Investigating and answering shipping related questions
• Processing returns and credits
• Working alongside the QBP sales and brand support teams
• Using and continued learning of SAP, QBP b2b commerce website, CRM, SharePoint, Genesys Cloud and other organizational tools related to the job [10%]
• Collect, document and maintain customer information and interactions via CRM [15%]
• Attending department specific meetings, taking part in new product releases, and proactively pursuing education and technical expertise to stay relevant. [5%]
• Other tasks and responsibilities as assigned by Customer Service Leadership

Skills

• 1-2 years of relevant experience in customer service, sales, or consumer facing role or equivalent area
• Fluency in modern bicycle technology and trends
• Strong time management skills
• Ambition and drive to contribute to an excellent customer experience
• Organization, multitasking, and knowledge retention are crucial
• Comfortable taking directions
• Ability to work autonomously, make decisions in the moment in a fast paced, high-volume environment
• Excellent interpersonal and oral communication skills
• Ability to listen and communicate (written and verbal) in a pleasant manner
• Team-player, willing to step in for their colleagues on a moment's notice
• Demonstrated computer skills, Ability to type 25-30 words per minute
• 1+ year of bicycle industry experience working in customer service, operations, mechanics or sales

Benefits

• Discounts on bikes and bike parts
• Get paid to ride your bike
• Get paid to volunteer
• Work from home; candidates elsewhere in Minnesota may be eligible for remote work depending on business needs and role requirements, and remote work may also be available in select states where QBP is authorized to employ team members, including Pennsylvania, Colorado, and Nevada. Additional locations may be considered based on business needs and applicable employment requirements.
• Technology provided for remote work: computer, display, headset, mouse, and keyboard

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