Support Representative

This role is responsible for providing the best customer experience possible. It’s part of a small team that handles all aspects of customer interaction, including general inquiries, technical support (consumers and retail partners), and product assembly. Under the guidance of the Support Manager, this role must uphold our values and reputation as the best company to deal with and maintain a strong positive presence in the recumbent and cycling community.

Responsibilities:

• Understand product details (past and present) to better educate, sell to and find solutions for our customers.
• Develop sufficient technical knowledge to help troubleshoot basic customer issues.
• Answer customer questions and resolve issues effectively via phone and email.
• Effectively communicate customer issues to the team and seek out win-win resolutions.
• Process orders in a timely and accurate manner.
• Relay customer feedback, good and bad, from either online sources or direct, to necessary parties.
• Maintain a work area that meets and exceeds customer’s/visitor’s expectations.
• Attend to visitors that walk in the door
• Gain general knowledge of competitors’ products to understand the external marketplace.
• Maintain correspondence records regarding product issues.
• Manage warranty claims to vendors ensuring proper remedies
• Aid the department in seeking out and implementing best practices with the customer experience in mind.
• Collaborate with Support Manager and Marketing team on market trends/information.
• Attend and assist in occasional consumer events.
• Participate in assembling the product and other areas of the business.
• Seek out more efficient and effective ways to help drive the company forward from within your department. Make suggestions if outside your department.
• Understand the needs of other departments to proactively improve personal area of responsibility.

Reports To:
Support Manager

Who we are looking for would ideally bring the following:

• Experience in consumer product sales/support
• Strong Microsoft Office and similar software abilities
• High attention to detail
• Bike and mechanical aptitude
• A desire for continual improvement paired with understanding business needs
• Great time management skills
• The humbleness, humility and confidence to get answers and set expectations
• Lives an active lifestyle and enjoys helping others obtain the same

Character Traits:

• Fun to be around
• Highly Productive
• Open Communicator
• Good Planning and Organization
• Positive and Motivated Attitude
• Dependable
• Adaptable
• Sound Decision Making and Problem Solving

About Us:
Founded in 1996 by life-long friends Jack and Wayne, WizWheelz has expanded to bring together a team of people who believe relationships and experiences drive creativity and innovation. Being the largest recumbent trike company and listed as a top 40 cycling brand in the world, WizWheelz is based in Grand Rapids, Michigan USA. We manufacture and distribute multiple brands in a growing segment of cycling that focuses on giving riders a more enjoyable ride and inspiration to stay active.

Beyond superior service and products, fun is in our DNA. It’s not unusual to find some of us on a lunchtime ride, run or walk. Many of our best ideas are hatched during these excursions.

Benefits:

Employee Profit Sharing

Paid Time Off

Paid Holidays

Retirement

Healthcare

Educational reimbursement

Deep cycling product discounts

Paid cycling time/product testing

Pay will be commensurate with experience.

Job Type: Full-time

Work Location: In person