Customer Experience Technician - Guardian Bikes

Posted by Guardian Bikes on 06/03/2020

Job Basics

Industry Sector: Bike

Job Categories: Customer Service

Company Type: Retailer

State: TX

City: Austin

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary: $41-45,000/year

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

Position Title: Customer Experience Technician – Guardian Bikes

Introduction:

 

Join an exciting, fast growing bike company, backed by Mark Cuban, with a mission to make bikes safer and more enjoyable for kids. Play an integral, early role as only our third hire on the Customer Experience team, reporting directly to our Head of Customer Experience.

 

Position Type and Location: Salary with consistent full-time (40 hrs/wk) hours. Weekends and weekdays are needed, we can work together to develop a specific schedule. You will start out fully remote, but eventually be based at Guardian Bikes in Austin, TX once the Covid-19 pandemic subsides.

 

Job Overview: 

This position is an opportunity to be an early employee at a fast growing company and make an important impact on our small but growing Customer Experience team. You will be the third Customer Experience (customer service) team member, reporting directly to our Head of Customer Experience. We pride ourselves on being the most customer focused company in the bike industry (check out our reviews) and your job as a customer experience tech will be an important part in supporting the company’s mission of making bike safer and more enjoyable for kids to ride.

 

You will spend your day helping our lovely customers solve issues and answer questions related to both technical bike related issues, as well as pre and post purchase questions and support.

 

We will expect you to wow our customers over the phone, email, and facetime with your confident bike expertise, your helpful/empathetic nature, and your ability to solve customer problems, and exceed customer expectations. We expect you to serve as the voice of Guardian Bikes and takes pride in helping people and creating raving fans of our products and company.

 

Responsibilities and Duties:

=      Be flexible and resourceful to be able to remotely diagnose and solve even the most complex of bike repair issues over the phone, FaceTime, or web chat.

=      Help even the most in-experienced customer feel like an experienced bike pro as you guide them through solving their issues.

=      Respond to a high volume of customer support tickets in a timely, organized, and enthusiastic manner

=      Serve as the helpful bicycle technical expert in the CX department.

=      Monitor NPS scores and reviews daily to search for ways we can improve the customer experience.

=      Assist customers with at home fixes over the phone, FaceTime, or email.

=      Be able to handle multitasking multiple tickets and issues.

 

Qualifications and Personal Characteristics:

 

=      Proficient and friendly oral and written communication skills

=      Patient

=      Flexible

=      Firm and confident with your expertise, but highly empathetic

=      Great listener

=      Gives and receives feedback openly

=      Solution oriented

=      Follows through on commitments

=      Bike mechanic

=      Computer savvy

 

Experience:

At least two years of experience working in a bike shop and helping/communicating with customers. Proven track record of solving customer problems, making customers happy, and taking pride in doing so.  Proficient and confident in diagnosing and solving mechanical issues related to bikes.

 

About Guardian Bikes

As seen on Shark Tank and backed by Mark Cuban, Guardian Bikes was inspired to disrupt the bicycle industry after the founder’s grandfather was in a serious head-over-handlebar accident. Upon learning that over 200,000 children go to the emergency room every year from bike accidents, Guardian Bikes was inspired to change the industry by becoming a household name for bike safety. Consumers can lean on the disruptive consumer experience through the patented RideSizer experience, the patented SureStop brake technology, and through the quality, detail, and structure of this one-of-a-kind bicycle.  Guardian Bikes is a mission-driven brand that is set on educating the world on what a safer bike SHOULD be.