Customer Service Representative

Location: Wilton, CT
Job Code: 924
# of Openings: 1


Position Summary: The Customer Service Representative is our first point of contact with our end consumer and dealer base. The right person for this job has a mix of high energy, attention to detail and a dedication to providing best in class customer service.  The CSR answers inbound telephone calls, and responds to communication from our North American consumers in a professional and timely manner.  The CSR must be able to successfully resolve escalated customer issues and provide superior customer service.


  • Operates as Customer Service support for the following cycling brands; Cannondale, Sugoi, GT, Schwinn, Fabric, Charge, Sombrio.
  • Answers inbound telephone calls from end consumers and North American dealer base.
  • Ensures a positive brand experience for consumers through knowledgeable responses to consumer email inquiries.
  • Provides customers/dealers with technical bicycle related product information.
  • Provides customers/dealers with information specific to our brands.
  • Identifies, researches, and resolves customer issues.
  • Provides purchasing advice to potential customers.
  • Acts as primary point of contact for all outside calls, dealer inquiries, and customer service issues and direct them to appropriate staff.
  • Creates and edits technical documents that can be disseminated for internal and external use
  • Creates and maintains updates to consumer knowledge base.
  • Presents and distributes product, technical and other company information to staff members.
  • Recognizes, documents, and alerts the team leader of trends in customer calls
  • Places sales calls to existing dealer base as needed.
  • Recommends process improvements
  • Assists supervisor with on-the-job training for new employees
  • Projects a professional company image through all lines of communication

Essential Qualifications

  • High School diploma or equivalent with 1-2 years’ experience in a call center or customer service environment.
  • Must have excellent verbal and written communication skills.
  • Must be proficient in Microsoft Office and have the ability to learn customer service software applications.
  • Basic bicycle technical knowledge required.
  • Must be flexible to work a varied full time schedule during the hours of 9:00am to 8:00pm ET-Monday-Friday.

Beneficial Qualifications

  • Associates degree or some college preferred.
  • 2- 5 years’ experience working in bicycle shop or completion of bicycle mechanics training program and 1-2 years shop experience.
  • Passion for Cycling and the Cycling Industry.
  • The candidate should be self-motivated, highly flexible, and have the ability to work well under pressure in a fast paced demanding environment.  Desire to advance within the industry is a plus


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