Customer Service Cycling Technical Expert at AMain.com, Inc.

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Oct, 26

Salary

0.0

Posted On

21 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Cycling Technical Support, Bicycle Mechanics, Customer Consultation, Omnichannel Communication, Order Management, Warranty Evaluation, Inventory Verification, Troubleshooting, MS Office, Zendesk, Technical Writing, Multitasking

Industry

Retail

Description

Description Job Title: Customer Service Cycling Technical Expert Reports to: Customer Service Manager, Customer Service Shift leads FLSA: Non-Exempt Job Summary: Amain Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience. Requirements Essential Responsibilities · Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel. · Customer Consultation: Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information. · Omnichannel Communication: Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email. · Account & Order Management: Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing. · Returns & Warranties: Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy. · Inventory Cross-Verification: Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center. · Team Collaboration: Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed. Non-Essential Responsibilities (As-Needed Basis) · Warehouse Support: Assist with inventory quality control, verify warehouse product locations, process vendor returns, and return restocked merchandise to shelves. · Outbound Engagement: Conduct outbound sales calls and follow up with customers to resolve return discrepancies. · Front Desk Liaison Backup: Serve as a welcoming face for walk-in guests and handle physical on-site tasks, including: o Processing walk-in customer orders and physical distribution center pickups. o Fulfilling, weighing, measuring, and adjusting inventory counts or descriptions in the warehouse. o Utilizing Zendesk, MS Outlook, and MS Teams to prioritize and manage physical office ticketing needs. Qualifications & Requirements · Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required). · Technical Skills: Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m. · Communication: Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members. · Core Aptitudes: High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset. Mathematical Skills: Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs. Physical Demands & Work Environment · Must be able to sit for extended periods (office/call center environment) with occasional standing and walking. · Frequent use of hands and arms to operate computer equipment and handle cycling components. · Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting. · Ability to safely lift up to 20 lbs. occasionally. · Comfortable working in a moderate-noise environment (open call center and active distribution warehouse). Key Characteristics Desired · Friendly, engaging, and confident personality when interacting with the public. · Polite, helpful, and solution-oriented approach to customer frustrations. · A dedicated team player with a strong work ethic. ---

Responsibilities

Provide expert technical support and product guidance to cycling customers across multiple communication platforms. Manage orders, process technical returns, and collaborate with the warehouse to ensure inventory accuracy.