Customer Service Representative- EBikes/Bikes APPLY NOW

About the company

Based throughout Southern California, Retrospec is committed to a no-barrier, inclusive entry to nature and honest conversation about the industry. Over the last decade, Retrospec has grown exponentially to serve consumers of all ages, ignite their passion for fresh air, and fuel their love of nature through all seasons. Everything we create is designed and tested in beautiful California to ensure it’s ready for your next journey. Choosing the road less traveled is rarely easy, but always worth it.

Customer Service Representative (Bikes/E-bikes)

We’re looking for a friendly and highly competent person to fill our Customer Service Representative (Bikes/E-bikes) position. This person will be responsible for handling customer matters, questions, concerns, and miscellaneous tasks as they pertain to bicycles, electric bicycles and other sporting goods. This person should have excellent interpersonal skills and a knack for problem-solving. Ideally, this person will be knowledgeable about the bike industry and product mechanical aspects and have a passion for teaching others.

Job Responsibilities

• Receive, research, and respond to customer requests both via phone and online with grace, respect, and efficiency.
• Quickly become familiar with brand voice, software platforms, and common customer service issues to better serve customers and grow the brand.
• Handle warranty claims as a liaison between the company and the customers.
• Follow up on backorders, special orders, and warranty issues to ensure customer satisfaction.
• Follow up with dissatisfied customers, including responding to negative reviews.
• Processing customer returns and exchanges
• Provide sales support to independent outside field reps.
• Assist in assembling Bikes/E-bikes for customer/media pick-ups, company showroom, and trade shows.
• Provide follow-up with other departments to ensure service standards are being met
• Communicate customer feedback to management, including dissatisfaction with products or services
• Any other clerical duties assigned by the manager.

Basic Qualifications

• Must be able to lift an excessive of 50 pounds
• Prior customer service experience 
• Computer literacy 
• Ability to handle high call volumes 
• Organizational and time management skills 
• A friendly personality and exceptional communication skills 
• Strong verbal and written communication skills 
• Attention to detail 
• 1-2 years of Bike/E-Bike mechanic experience 
• Knowledge of the Bike/E-Bike Industry preferred 
• Familiarity with online customer service ticketing systems is a plus 
• AA preferred

Benefits and Perks

• Competitive pay
• Options for Medical, Dental, and Vision
• 401K
• Paid Vacation
• Sick Time leave
• Company Discounts
• Company culture fosters a fun work environment
• Strong emphasis on a Work-life balance
• Opportunities for career advancement
• Bonus Potential
• Company social events such as dinners, holiday parties, and more!