About Us
Headquartered in Golden, Colorado, Feedback Sports offers a full line of professional-grade bicycle repair stands, precision bike tools, elegant bicycle storage products and innovative cycling training hardware. Our products reflect our internal passion as dedicated cyclists, racers and skilled mechanics and are in use at the highest level of every discipline of cycling, making them the choice of cyclists and mechanics around the world.
Summary:
This position supports all aspects of customer service activities. This includes processing incoming phone, email, and website requests for spare parts, general questions, and warranty issues and making final decisions on these requests. This person will also answer incoming sales calls and take orders including performing general sales and clerical tasks. In addition, this position will be responsible from time to time for supporting the activities of other departments, including marketing and operations.
Job Duties:
- Address and resolve customer support tickets within a reasonable period of time. Determine the best course of action to serve company and customer needs. Provide exceptional service to maintain customer satisfaction.
- Develop, maintain, and organize customer service records, procedures and documentation in a web-based environment.
- Monitor / report KPI’s for ticketing service.
- Participate in product development processes to determine and document all replacement parts and repair procedures for existing and new products.
- Contribute to the production of instructional content for new and existing products.
- Provide clear, constructive feedback and responses to customers and coworkers.
- Record and communicate quality or warranty issues internally to the company.
- Process customer returns from using best judgment decisions.
- Responsible for the upkeep of company vehicles and on-site small parts and product inventory.
- Attend and staff company events as requested.
- General errands for the company in the local area.
- Perform other tasks as assigned by the supervisor.
Requirements:
- 2-3 years of experience in a customer service role.
- Strong mechanical and technical problem-solving skills.
- Proven experience with Microsoft Office, Google Drive, Freshdesk (or other ticketing software) and other general business software.
- Organizational and clerical skills are necessary.
- Communicate to customers with patience, empathy, and professionalism.
- Comfortable interacting and communicating with the general public and dealers.
- General understanding of bicycles and a passion for cycling.
- Bike shop experience is a plus.
Reporting:
This full-time position reports to the President
Compensation and Benefits
The salary range for this position is between $40,000-$50,000
Benefits include:
● Healthcare Contribution
● 401K Employer Contribution
● Paid Vacation and Sick Time
● Short term / long term disability
● Employee discounts
● On-site fitness studio and bike service station
● Professional in-house coffee / espresso machine
● Road, MTB, Gravel and CX riding from the office
Location:
This position is based at the US office in Golden, Colorado. Hybrid work opportunities available.
Submissions – Please submit the following to careers@feedbacksports.com with a subject line of “Customer Service Manager – Name”:
- Cover letter about you, your passions and the answer to “why?”…
- Resume including references
Feedback Sports is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.