Customer Service Cycling Technical Expert

Apply Job Type Full-time Description Job Title: Customer Service Cycling Technical Expert Reports to: Customer Service Manager, Customer Service Shift leads FLSA: Non-Exempt Job Summary: Amain Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience. Requirements Essential Responsibilities · Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel. · Customer Consultation : Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information. · Omnichannel Communication : Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email. · Account & Order Management : Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing. · Returns & Warranties : Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy. · Inventory Cross-Verification : Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center. · Team Collaboration : Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed. Qualifications & Requirements · Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required). · Technical Skill s: Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m. · Communication : Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members. · Core Aptitudes: High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset. Mathematical Skills: Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs. Physical Demands & Work Environment · Must be able to sit for extended periods (office/call center environment) with occasional standing and walking. · Frequent use of hands and arms to operate computer equipment and handle cycling components. · Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting. · Ability to safely lift up to 20 lbs. occasionally. · Comfortable working in a moderate-noise environment (open call center and active distribution warehouse). Key Characteristics Desired · Friendly, engaging, and confident personality when interacting with the public. · Polite, helpful, and solution-oriented approach to customer frustrations. · A dedicated team player with a strong work ethic. --- Salary Description $20.50/hr plus benefits