Bike Gearhead

JOB OVERVIEW: 
We are looking for bike enthusiasts to join our herd, THIS POSITION REQUIRES EXTENSIVE BIKE AND PARTS KNOWLEDGE (mountain, road, adventure, etc.) as you will assist our customers over the phone and in writing with answering bike specific questions about parts, gear, apparel, etc.  You may even get to help a customer build out their dream bike!  If you have a passion and understanding of bikes and love customer service, we would be very interested in connecting with you about this position. 
 
In brief, you’ll translate Competitive Cyclist and Backcountry’s vision for our Gearheads into a meaningful context that our riders can relate to and feel excited by. You’ll champion ownership, quality, and rider experience through authentic and meaningful customer interactions. All in the name of differentiating the Competitive Cyclist Gearhead experience to a point where customers couldn’t fathom shopping elsewhere.  
   
Our Gearheads are the lifeblood of Competitive Cyclist and Backcountry. They’re the first folks customers interact with, and the reason customers return to our site. With Gearheads, a core competency in product expertise and a capacity to differentiate the customer experience will drive increased customer retention and purchase frequency, thereby generating top line growth and margin expansion. We wholeheartedly believe high touch service is a differentiator that our business thrives upon. Gearheads pride themselves on their expertise, in-depth technical knowledge of the gear we sell as well as a love of the activities it’s used for. 
 
Gearhead: Passionate and driven individuals looking to make an impact and provide amazing customer experience for our riders and customers.  
  Perks/Benefits: We use the gear we sell! As a Gearhead, you'll receive an employee discount to help fuel your passion for riding along with other industry perks.  
  Our Riders: This is our customer, and they consist of road cyclists, mountain bikers, and people who love to ride all bikes and all tire sizes.  
  The Job: The Gearhead Bike position requires great skills in customer service and a desire to learn the ins and outs of the bike industry. Your goal will be to provideconcierge level customer service to all ofour riders and customers. If you are excited about getting on the bike and meeting more people who ride, then now is the time to apply.

What you get to do every day:

- Provide concierge level service to our riders/customers

- Assist riders with general product questions

- Answer calls, chats, and emails

- Build and maintain relationships with our riders

- Solve problems, answer questions about orders, returns, shipping, and order status

- Contact customers via follow-up

- Learn our processes and systems to meet our customers' needs

- Work alongside a motivated and fun team full of riders that are passionate about bikes

- Build your product knowledge through training and assisting our riders

- Answer inbound calls and make outbound calls

What you bring to the role:

- Experience in the cycling industry preferred

- A passion for all things cycling

- A passion for helping people

- Must be able to use computers daily and have basic computer operating skills

- Must be able to multitask, prioritize, and think on your feet

- Customer service and sales experience strongly preferred

- Schedule flexibility including weekends and evenings until 10:00pm

- Ability to build and maintain long-term relationships with customers

- Ability to use active listening to identify customer needs, concerns, and complaints

- Ability to effectively communicate both verbally and written required

- Able to work efficiently and effectively within multiple channels of inquiries

Physical Demands, Visual Acuity & Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

- Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard

- Speaking: Expressing or exchanging ideas by means of spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly

- Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (in-person speech, telephone, other remote speech)

- Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers

We are unable to consider candidates that reside in the following states: Alaska, California, Hawaii 
 
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. 
 
The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.  
 
Washington state applicants only: If you believe that this job posting does not comply with applicable Washington state law, please notify us by sending an email to [email protected]. 
 
It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 
  
The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].