Customer Service Representative (Onsite or Remote; Illinois & Wisconsin resident

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.


Pacific Cycle

<p><strong>As the parent company of such legendary brands as&nbsp;<span style="text-decoration: underline;">Schwinn</span>,&nbsp;<span style="text-decoration: underline;">Mongoose</span>&nbsp;and&nbsp;<span style="text-decoration: underline;">Kid Trax</span>,&nbsp;Pacific Cycle delivers some of the biggest names in outdoor recreation.&nbsp;But it&rsquo;s not just the names customer&rsquo;s trust, it&rsquo;s the look and feel of our products, our superior quality, and our outstanding customer service that help us bring these premium brands to the hands and feet of our customers.</strong></p> <p><strong>Headquartered in Madison, Wisconsin, one of the most bicycle friendly cities in the USA, Pacific Cycle has locations in Illinois, Georgia, California, and Shanghai (China).&nbsp;Our culture is as fun and lively as the lifestyle brands we represent where innovative ideas are welcomed and customer satisfaction is our top priority.</strong></p>

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Overview: <p>Pacific Cycle delivers some of the biggest names in outdoor recreation such as legendary Bike brands as&nbsp;<strong>Schwinn,&nbsp;Mongoose,</strong>&nbsp;and&nbsp;<strong>Kid Trax.&nbsp;</strong>Our culture is as fun and lively as the lifestyle brands we represent where innovative ideas are welcomed and customer satisfaction is top priority. We would like to make you part of our family.<em>&nbsp;</em></p> <p>We have&nbsp;an exciting opportunity for a Full-time Customer Service Representative to join our Call Center either onsite at our Olney, Illinois or Madison, Wisconsin location&nbsp;or for qualified applicants, work-from-home! Applicant's interested in work-from-home opportunities must reside in Illinois or Wisconson and&nbsp;meet minimal technical requirements to include high-speed internet (minimum 10&nbsp;mbps)&nbsp;and a workspace free from noise and distractions.<br />&nbsp;</p> <p><strong>Position Summary</strong></p> <p>Customer Service Representatives are responsible for ensuring&nbsp;customer satisfaction with Pacific Cycle products by responding to warranty/technical inquiries and resolving customer complaints.&nbsp;These positions are scheduled to work&nbsp;Monday through Friday 8:00 am - 5:00 pm.&nbsp;</p>
Responsibilities: <p><strong>ere&rsquo;s what a typical day may look like:</strong></p> <ul> <li> <p>From the moment you log in, you&rsquo;ll be focused on answering customer calls, emails, and online inquires while demonstrating a positive and professional demeanor to proactively resolve our customers' questions and concerns.</p> </li> <li> <p>You&rsquo;ll strive for first call resolution, working to resolve customer issues at the point&nbsp;of contact</p> </li> <li> <p>You&rsquo;ll utilize a headset for incoming calls and leverage computer-based resources to find answers to customers' questions, and help troubleshoot with product guides.</p> </li> <li> <p>You may reach out to partners in other departments, inspect warranty returns, process customer orders and returns, and process customer payments received.</p> </li> <li> <p>You&rsquo;ll support your teammates, flex as business needs require to ensure we are meeting the needs of our customers.</p> </li> </ul>
Requirements: <p><strong>Expectations:</strong></p> <ul> <li> <p>Strong work ethic and sense of responsibility for your teammates and our customers, demonstrated by the simplest things like being on time and available to meet customer&rsquo;s needs, to being easy to work with, and having a positive attitude.</p> </li> <li> <p>A passion for serving others, and a willingness to learn and become knowledgeable about our products.</p> </li> <li> <p>Great communication and listening skills with the ability to be empathetic and desire to resolve customer inquiries in an efficient and meaningful way.</p> </li> </ul> <p><strong>Essential Qualifications</strong></p> <ul> <li> <p>High School diploma or equivalent.</p> </li> <li> <p>Intermediate computer skills required.</p> </li> <li> <p>Previous customer service experience required.</p> </li> <li> <p>Exceptional communication skills in verbal and written forms.</p> </li> <li> <p>Must be detail-oriented.</p> </li> <li> <p>Able to work effectively with minimal supervision.</p> </li> </ul> <p><strong>Beneficial Qualifications</strong></p> <ul> <li> <p>SAP or similar program experience.</p> </li> <li> <p>Knowledge of bicycle parts and assembly.</p> </li> <li> <p>Some college / educational training beyond high school.</p> </li> <li> <p>Previous experience working with Pacific Cycle mass products.</p> </li> </ul> <p><strong>Physical Demands</strong></p> <ul> <li> <p>Must be able to type and&nbsp;answer the telephone.</p> </li> <li> <p>Must be able to sit and look at a computer screen for long periods of time.</p> </li> <li> <p>Must be able to lift up to 30 lbs to assemble company products for learning purposes.</p> </li> </ul>