Here at Dorel Sports, we help people make the most of their bike ride by creating some of the most original, easy to enjoy, and best performing bicycle products.
We make bikes for everybody – as cycling develops and grows worldwide, we’re looking for more great people to join us. If you’re looking to enjoy working in a culture of innovation with a team of like-minded people, then we may have something for you here.
If you love riding bikes as much as we do, then we’re already on the same page. Let’s see what we can create together.
Our Consumer Care team is evolving to meet the customer online in real time. Join our Olney, IL team as a Consumer Care Representative – Chat. This position will have the opportunity to work from home. Applicants must be willing to travel to our Olney Illinois or Madison, Wisconsin offices for required training, and meet all technical requirements for the position to include access to reliable, high-speed internet (10mbps minimum). Successful candidates will have a passion for helping others, be comfortable and confident using various online platforms, and be available to work a rotating schedule and Saturdays.
Week 1: Monday-Friday 11:00 AM – 8:00 PM CST
Week 2: Tuesday-Friday 11:00 AM – 8:00 PM CST AND Saturday 9:00 AM – 6:00 PM CST
Consumer Care Representatives handling live chat service will engage with consumers on all owned websites, providing pre-purchase guidance as well as post-purchase use and care support. You will support the Digital Consumer Care team in resolving consumer inquiries through additional means like email. Positive interactions in these channels are significant drivers of brand loyalty. Secondary responsibilities, based on business necessity, may include answering incoming calls to ensure consumer satisfaction with Dorel Sports products by responding to warranty/technical inquiries and resolving complaints.
- Professionally respond to and resolve inquiries to incoming consumer emails and web chats across a wide variety of topics including, but not limited to pre-purchase inquiries, product assembly troubleshooting, use & care information, and complaints
- Actively engage in chat conversations on our branded websites including Schwinnbikes.com, Mongoose.com, Chargebikes.com and KidTraxToys.com
- Be a brand advocate across all websites supporting key sales and marketing initiatives
- Work collaboratively with business partners in other departments, processes customer orders and returns, and processes payments received
- Provide support to coworkers, flex as business needs require to ensure we are meeting the needs of our customers
- Respond appropriately to internal and external consumer inquiries via phone, fax, email and mail, while maintaining a prompt and professional manner with respect to the consumer
- Accurately process orders and returns in SAP, process check requests and prepayments as required
- Facilitate consumer complaint escalations in accordance with department guidelines
- May be responsible for providing back-up inbound consumer call coverage; demonstrating a positive and professional demeanor to proactively resolve consumer questions and concerns
- Strive for first call resolution, working to resolve customer issues at the point of contact
- Utilize a headset for incoming calls and leverage computer-based resources to find answers to questions and help troubleshoot with product guides
- Provide other Consumer Care Services support as required
- Communicativeness – Effective performers recognize the essential value of continuous information exchange and the competitive advantage it brings. They actively seek information from a variety of sources and disseminate it in a variety of ways. They use modern technologies to access and circulate information, even across great distances. They take responsibility for ensuring that their people have the current and accurate information needed for success.
- Organizing & Planning – Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely, and effectively prioritize multiple competing tasks. They plan, organize and actively manage meetings for maximum productivity.
- Problem Solving & Decision Making – Effective performers are able to identify problems, solve them, act decisively, and show good judgement. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgement.
- Relationship Building – Effective performers understand that a primary factor in success is establishing and maintaining productive relationships. They like interacting with people and are good at it. They devote appropriate time and energy to establishing and maintaining networks. They initiate contacts readily and maintain them over time. They are able to utilize relationships to facilitate business transactions.
- Team Player – Effective performers are team oriented. They identify with the larger organizational team and their role within it. They share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agendas as more important than local or personal goals.
- High school diploma or equivalent
- Previous customer service experience, particularly with written forms of customer service
- Excellent written communication skills: grammar, sentence structure, and spelling
- Computer literate with ability to learn new applications quickly
- Positive attitude with a proven ability to work well with teams
- Must be detail oriented
- Strong typing skills, minimum 45 wpm
- Able to work effectively with minimal supervision
- Other preferred experience/knowledge: SAP or similar program, familiar with bicycle parts and assembly and/or Pacific Cycle mass products, social media/eCommerce
Headquartered in Wisconsin, Pacific Cycle has locations in Illinois, Georgia, California. Our culture is as fun and lively as the lifestyle brands we represent where innovative ideas are welcomed, and customer satisfaction is our top priority. Opportunities at Pacific Cycle span from traditional inventory, fulfillment and delivery to specialized strategy, engineering, analytics, leadership, and logistics. Our network paired with a continued commitment to and investment in our people, process, platforms and the consumer are the foundation on which we build our bright future.
EEO Statement:
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know.
We are an E-Verify employer.
For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English / Spanish
