Pacific Cycle delivers some of the biggest names in outdoor recreation – Schwinn & Mongoose. Our culture is as fun and lively as the lifestyle brands we represent, where innovative ideas are welcome and customer satisfaction is a top priority. Now’s the time to join the ride!
A continued commitment to and investment in our people, products, and consumers is the foundation of how we build our bright future. We offer a competitive total rewards package with generous time off, incredible product discounts, and a fun working environment!
We are connected by four core values that serve as the basis for a strong future.
- Passion to Perform: We share a passion to perform. We focus on real results. We finish what we start, and we go that extra mile. We don’t give up.
- Trust to Act: We’re trusted to do a good job, and we deliver it. We use that freedom to apply our talents and qualities for the best results.
- Care & Act Responsibly: We’re responsible for all our actions, and we consider the consequences for our stakeholders and the environment. We’re honest, open, and direct.
- Make it Fun: Enjoying your job is a serious business! We’re open, informal, and cheerful. We allow everyone to be who they are.
Join our team as a Consumer Care Representative! From the moment you log in, you’ll be focused on answering incoming calls in a positive and professional manner while proactively resolving consumer questions and concerns. Secondary responsibilities, based on business necessity, may include answering consumer emails to ensure consumer satisfaction with Pacific Cycle products by responding to warranty/technical inquiries and resolving complaints. Our ideal candidate is self-motivated and committed to acting as a true ambassador for our amazing brands. We need a fast learner willing to take action to meet customer needs.
This role is eligible to work from our Olney, IL or Madison, WI offices or remotely from home in the states of IL or WI.
Below you will find a few (but not all) of the main responsibilities of the role:
- Responds to consumer inquiries across a variety of topics including, but not limited to, pre-purchase inquiries, product assembly, troubleshooting and use & care information
- Works in a fast-pace, dynamic environment supporting call queues
- Responds to interactions in a timely manner within service levels and strives for consumer satisfaction and first-contact resolution
- Applies goodwill policy judiciously in the spirit of retaining consumer loyalty
- Uses systems to accurately and completely capture consumer interactions, process orders and returns
- Uses online Knowledgebase and other approved resources to answer questions and solve issues
- Demonstrates professionalism in verbal and written communication with consumers, internal stakeholders and peers
- Provides support to co-workers, flex as business needs require to ensure we are meeting the needs of our customers
- Maintains on-going product knowledge
- Provides other Consumer Care Services support as required
Key Competencies
Organizing & Planning | Communicativeness | Relationship Building | Problem Solving & Decision Making | Team Player
Education & Experience
This role typically requires 1-2 years of experience in a consumer facing role. Prior experience in a call center environment is preferred as is the ability to work effectively from home.
- High School Diploma or equivalent required
- Exceptional communication skills in verbal and written forms
- Enjoys working with people!
- Stellar soft skills and empathetic demeanor
- Able to work in a fast-past, dynamic environment
- Must be detail oriented
- Proficient and efficient with Microsoft Office Suite
- Zendesk or similar CRM system knowledge
- SAP or similar program experience is highly preferred as is some knowledge of bicycle parts and assembly (but we are willing to teach)
Some of Our Great Benefits:
- Comprehensive Medical/Prescription/Dental/Vision plans
- Generous Paid Time Off Programs
- Paid Life & Disability Insurance
- FSA/HSA/Dependent Care FSA
- 401k and company match
- Commuter Incentive Program
- Paid Community Volunteer Days
- Voluntary benefits (critical illness, accident, and hospital indemnity insurance)
- Great discounts on company products
- Employee Wellness Program / EAP benefit
- Parental Leave program
- Access to group home and auto insurance
- A mix of casual yet professional culture
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Pacific Cycle we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.