Customer Service & Support Tech

Posted by Guerrilla Gravity on 10/15/2021

Job Basics

Industry Sector: Bike

Job Categories: Account Executive/Rep, Manufacturing, Retail - Bike Mechanic - Ski Technician, Retail - Management- Staff, Retail - Sales, Sales - Company Rep & Support, Sales - Inside - Product & Reservations, Tech Rep

Company Type: HardGoods/Equipment, Retailer

State: CO

City: Denver

Country: United States

Required Experience:

Job Type: Full Time

Salary: $40,000-50,000

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

RIDER SUPPORT TECH

Details:

• Location: The GG Showroom in Denver, Colorado
• Reports to: Marketing Director
• Type of Role: Full Time, Salaried

Summary:

Guerrilla Gravity is a fast-growing brand, building bikes for going fast with a do-it-yourself ethos. The Rider Support Tech’s role is a mixture between retail and technical, suited to a customer-service-oriented mechanic who is focused on delivering unparalleled assistance to our riders: both those new to the brand and old-guard customers alike. This role is the right fit for those that are super organized self-starters, who are optimistic in mind and buoyant in spirit, can manage several functions and priorities at once, and wish to help the brand make a small dent in the world.  

Education/Experience/Background:

• Bachelor's degree in business, communications, or related field
• At least 3 years of sales and/or customer service experience
• At least 3 years of bicycle mechanic experience

Duties and Responsibilities:

RETAIL STORE

• Deliver an exceptional experience to all walk-in customers, including the merchandising of our physical showroom. Cover inbound phone calls as needed for sales, service, and warranty. Backfill inbound email on an as-needed basis.

DEMO BIKES

• Own the demo bike fleet maintenance, the demo bike booking software, and the overall rider satisfaction via initial bike setup and bike check-in experience.

REPAIR AND SERVICE

• Ensure that all local customers in need of GG bike repair and setup/support receive prompt and exceptional service. Digital/Online communication with remote customers as required.

WARRANTY AND SUPPORT

• Ensure that all inbound warranty and bike setup inquiries, across all mediums (Email, Phone) are responded to and resolved promptly. Regularly scan social media to link folks to the correct submission forms if required.

Skills and Requirements:

• Professional-level mechanic skills and experience
• Highly organized in task management and structured in communication
• Sophisticated emotional intelligence to answer prospect questions, but avoid oversharing
• Ability to problem solve and work independently 
• A growth-driven mindset shaped by testable hypothesis, and understanding of “MVP” implementation
• Ability to “cut through” questions, get to the heart of the matter, and bring forward action
• Familiarity with Zendesk or similar customer service software is a plus
• Ability to lift 50 lbs

Application Process:

• Send Marshal your résumé to Jobs@RideGG.com
• Use the subject line: “Rider Support Tech”
• Instead of a cover letter, please choose one of the below to complete, and limit the response to 250 words:
• Discuss the mechanics of the best customer service experience you’ve had
• Please use only email during the application process--no phone calls or walk-ins
• Qualified candidates will have several working interview steps as we move forward
• Immediate start date available

Guerrilla Gravity and Revved Industries offer its Full-Time employees Health Insurance, a 401k program, Paid Time Off, Outdoor Recreation Allowance, and significant Employee Discounts on bikes and gear. Pay range is $40-50K per year.

About Guerrilla Gravity

Guerrilla Gravity is a disruptive force in the industry, growing rapidly with a dedicated following based on its manufacturing innovation, modern sales channels, product design, leading price points, and rider-focused brand.

Guerrilla Gravity frames are designed, tested, and built in-house in Denver, Colorado. This unique holistic structure allows Guerrilla Gravity to link all aspects of the process to ensure quality and take advantage of the efficiencies provided by a short supply chain. The company is proud to take the lead on the reshoring movement in American manufacturing.