Customer Support Specialist

Do you want to change lives for the better and provide the type of customer experience we all want and deserve?   Do you need  to represent a product and company you believe in?  Do you know you play an integral role in a customer’s experience?  Are you ready for a role with room to advance in your career and not stay stagnant? 

If so, this is your chance to become part of a rare and exciting company.  FattE-Bikes is Denver's first electric bike company. We are also one of the only companies to hand build electric bikes in the USA.  FattE-Bikes produces the most customizable electric bikes in the world! All right here in Denver. Join our rapidly growing company if you have the skills and want to build something great.

Description

FattE-Bikes is looking for a full-time Customer Support Specialist. You will be the primary person responsible for our customers’ service experience. You will create an amazing customer experience as you manage phone, electronic and face to face customer communication and inquiries.  Working in our retail showroom, you will handle overflow sales needs when primary sales representatives are already with customers or are out of the office.  We are looking for a resilient self-starter who (once trained) needs little supervision.   You will own the customer experience so we need your ideas and drive to continually delight customers. As a rapidly growing start-up company, we are continually blazing new trails in building electric bikes.  We do have processes and policies but you must be comfortable researching information, working with peers to answer and resolve customer inquiries and taking action to improve the way we do business.

Not your typical retail store, our ebikes are being built in the same facility as our retail showroom.  This means production sounds will enter the showroom and you will move between the workshop and showroom as you open the service bay door for customers, hand off a new bike to an excited customer or work with a mechanic to respond to a customer’s inquiry. 

The ideal candidate is professional and proficient with verbal and electronic communication, has high level attention to detail and easily transitions from one task or conversation to a new one as you care for customers.  We are seeking a team player who eagerly works with peers to solve for customer needs and can just as easily work independently to care for customers.   You freely share information and ideas with the team and most importantly, you thrive in a fast-paced environment caring for a diverse customer base.

This job description may sound square, however FattE-Bikes is anything but. We're looking for a KickA $$ person who's excited to grow with us and take it to the next level!

Along with Resume PLEASE PROVIDE: Cover letter answering the following 2 questions (Applicants will NOT be considered without doing this): What are your top accomplishments and what did you have to overcome to achieve them? AND If you could give someone a FattE-Bike, who would it be and why?"

Responsibilities

  • Primary point of contact for all customer inquiries for service including answering phone calls, responding to email and Shopify chat questions.  
  •  Ensure all interactions with customers represent the FattE-Bikes brand and focus equally on resolution and customer delight.                                                                                                 
  • Manage customer appointment scheduling for new bike pick up, potential customer bike demonstrations/test rides and bike service drop-offs
  • Support customer loyalty program and Fatt-E Community by preparing swag for pick up with new bikes, answering questions, explaining program benefits and supporting special campaigns.
  • Sell bikes and accessories in peak periods
  • Other duties as assigned

Requirements:

  • 3+ years customer service experience (including phone, email, and in person)
  • 2+ years retail experience
  • Schedule flexibility to work weekends (Saturday & Sunday) and shifts within regular operating hours of 8 am to 5 pm 
  • Understanding Google Suite Platforms
  • Exceptional organizational skills and ability to multi-task and self-manage
  • Customer focused and adaptable to different communication styles
  • Upbeat and positive communicator

Strongly Preferred:

  • Experience with Shopify or other POS systems
  • Basic experience with Customer Relationship Management software (CRM)

Compensation, Benefits & Perks

  • Base Pay: $20-$22
  • Medical Benefits after 60 days
  • Paid Vacation, Paid Holidays, Paid Birthday & Paid Sick Time
  • Receive your very own custom Fatt-EBike after one year of employment
  • Quarterly company outings
  • And more!

Job Type: Full-time

Pay: $20.00 - $22.00 per hour