Customer Service Representative

Impassioned by the goal of delivering high-performance products to both the professional athlete and the recreational cyclist, Cycling Sports Group encompasses several powerhouse Cycling brands, including Cannondale, GT, Charge, and Fabric. Cycling Sports Group is proud to present a truly unique and powerful portfolio of cycling brands to the market, continually striving to evolve through the very best products and service available today.

Wilton, CT

Cycling Sports Group

<strong>At Dorel Sports, innovation and product is at the heart of what we do. Every project, every meeting, every moment is an opportunity to create the perfect ride for millions of consumers around the world. From a Sunday family ride to the Tour de France, Dorel Sports employees are helping people find the perfect ride.</strong><br /><br /><strong>Walking the Talk.</strong><br /><br /><strong>Health insurance and a retirement savings plan is just the beginning for our employees. Our culture is as fun and lively as the lifestyle brands we represent.</strong><br /><br /><strong>STAY WELL.</strong>

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Overview: The Customer Service Representative is our first point of contact with our end consumer and dealer base. The right person for this job has a mix of high energy, attention to detail and a dedication to providing best in class customer service. The CSR answers inbound telephone calls, and responds to communication from our North American consumers and dealers in a professional and timely manner. The CSR must be able to successfully resolve escalated customer issues and provide superior customer service. <p style="margin-bottom: .0001pt;"><strong><br /><br /></strong></p>
Responsibilities: </strong></p> <ul> <li style="margin-bottom: 0.0001pt;">Operates as Customer Service support for the following cycling brands; Cannondale, GT, Schwinn, and Fabric.</li> <li style="margin-bottom: 0.0001pt;">Answers inbound telephone calls from end consumers and North American dealer base.</li> <li style="margin-bottom: 0.0001pt;">Ensures a positive brand experience for consumers through knowledgeable responses to consumer email inquiries and live chats.</li> <li style="margin-bottom: 0.0001pt;">Provides customers/dealers with technical bicycle related product information.</li> <li style="margin-bottom: 0.0001pt;">Provides customers/dealers with information specific to our brands.</li> <li style="margin-bottom: 0.0001pt;">Identifies, researches, and resolves customer issues.</li> <li style="margin-bottom: 0.0001pt;">Provides purchasing advice to potential customers.</li> <li style="margin-bottom: 0.0001pt;">Acts as primary point of contact for all outside calls, dealer inquiries, and customer service issues and direct them to appropriate staff.</li> <li style="margin-bottom: 0.0001pt;">Creates and edits technical documents that can be disseminated for internal and external use.</li> <li style="margin-bottom: 0.0001pt;">Creates and maintains updates to consumer knowledge base.</li> <li style="margin-bottom: 0.0001pt;">Presents and distributes product, technical and other company information to staff members.</li> <li style="margin-bottom: 0.0001pt;">Recognizes, documents, and alerts the team leader of trends in customer calls.</li> <li style="margin-bottom: 0.0001pt;">Places sales calls to existing dealer base and enter sales orders as needed</li> <li style="margin-bottom: 0.0001pt;">Recommends process improvements.</li> <li style="margin-bottom: 0.0001pt;">Assists supervisor with on-the-job training for new employees.</li> <li style="margin-bottom: 0.0001pt;">Projects a professional company image through all lines of communication..</li> </ul> <p style="margin-bottom:0in;margin-bottom:.0001pt;"><strong>
Requirements: </strong></p> <ul> <li style="margin-bottom: 0.0001pt;">High School diploma or equivalent with 1-2 years’ experience in a call center or customer service environment.</li> <li style="margin-bottom: 0.0001pt;">Must have excellent verbal and written communication skills.</li> <li style="margin-bottom: 0.0001pt;">Must be proficient in Microsoft Office and have the ability to learn customer service software applications.</li> <li style="margin-bottom: 0.0001pt;">Basic bicycle technical knowledge required.</li> <li style="margin-bottom: 0.0001pt;">Must be flexible to work a varied full time schedule during the hours of 9:00am to 8:00pm ET-Monday-Friday.</li> </ul> <p style="margin-bottom:0in;margin-bottom:.0001pt;"><strong>Beneficial Qualifications</strong></p> <ul> <li style="margin-bottom: 0.0001pt;">Associates degree or some college preferred.</li> <li style="margin-bottom: 0.0001pt;">2- 5 years’ experience working in bicycle shop or completion of bicycle mechanics training program and 1-2 years shop experience.</li> <li style="margin-bottom: 0.0001pt;">Passion for Cycling and the Cycling Industry.</li> <li style="margin-bottom: 0.0001pt;">The candidate should be self-motivated, highly flexible, and have the ability to work well under pressure in a fast paced demanding environment. Desire to advance within the industry is a plus.</li> <li style="margin-bottom: 0.0001pt;">Experience using SAP is a plus.</li> <li style="margin-bottom: 0.0001pt;">Experience using Zendesk is a plus.</li> </ul> <p style="margin-bottom:0in;margin-bottom:.0001pt;"><strong>Physical Demands</strong></p> <ul> <li style="margin-bottom: 0.0001pt;">Working conditions are normal for an office environment</li> <li style="margin-bottom: 0.0001pt;">Must be able to sit for long periods of time and use a telephone and computer</li> </ul></td>