BCycle Customer Service Representative

BCycle Waterloo, Wisconsin


Description

Company Summary

Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. Trek believes the bicycle can be a simple solution to many of the world’s most complex problems, and is committed to breaking down the barriers that prevent people from using bicycles more often for transportation, recreation, and inspiration. Our mission is to create products we love and take care of our customers.  We value our team, making sure the best is on the field. We value new ideas from anywhere, inspiring others with our positive energy, dealing with reality to make the tough calls, and getting things done fast- turning ideas into reality.

About BCycle

BCycle believes that we can change our communities, our health, and our world—one bicycle ride at a time. BCycle, LLC is a world-leading bike share equipment and software supplier with systems in nearly 40 cities across North and South America. BCycle is owned by Trek Bicycles, and has built its reputation on providing best in class product, reliable software, and high-quality customer support.  BCycle was recently recognized by Fast Company as one of the “10 Most Innovative Companies in Transportation.”  

 

Position Description

As a Customer Service Representative your primary mission is to provide front-line support for our customers. Using your available resources and the help of your teammates and our business partners, you are the go-to person to take care of any customer requests that come your way. You’ll go above and beyond to provide the best customer service to everyone that you work with. At B-cycle we’re all in the business of selling, installing, supporting and shipping our world class product line and software. So, in addition to your primary job duties, you’ll may be called on and encouraged to help in all areas of our business. 

Position Responsibilities

  • Complete all support requests that arrive via phone, email, or voicemail.
  • Document all customer support history in our Customer Relationship Management (CRM) system.
  • Assist with the creation, review and maintenance of our training and support resources.
  • Review our regular system updates to maintain a working knowledge of our solutions.
  • Encourage and assist our customers with installing system updates and troubleshooting product.
  • Sell hardware and supplies to our customers and place related orders.
  • Assist with the installation of B-cycle for new customers. Travel on-site with Install Technicians as needed.
  • Assist with logging and prioritization of bugs and enhancements. Provide feedback as requested on development specifications. Help test new releases as needed.

 

Position Requirements

  • A two-year technical degree or higher is desired. Other relevant experience will be considered in lieu of a degree.
  • Ideal candidates will have telephone-based customer service experience and excellent verbal and written communication skills.
  • Candidates should have a working knowledge of Microsoft peer-to-peer networking, desktop operating systems, and Office programs.
  • Candidates must be available to work shifts during our regular technical support hours of 8 am to 6 pm Central Time, Monday through Friday. They should be available off hours for rotational on-call support and occasional project work. They should also be available for occasional travel.
  • Experience in bike share systems is a plus.
  • Successful team members are positive and calm in a busy environment. They do more than is asked of them and they work well on their own.

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