Our Rider Experience Agents are the lifeblood of our brands and business. They are the first point of contact for our riders and are the reason riders return to our brands and sites. Through a core competency in product expertise and a true passion to differentiate the rider experience we drive customer retention and increase purchase frequency. Our Rider Experience team will deliver our riders a ride glove, red carpet, concierge level experience whether they are purchasing their first bike, asking for product or gear advice, or assembling their custom dream build. If they roll, they’re a rider. Building relationships through seamless communications, critical thinking, problem solving, expert ownership, and sharing a passion for bikes will drive our world-class service. Rider Experience Agents will own all aspect of rider contacts from phone, email, chat, SMS, and social media to ensure all rider needs are met and their problems solved. High touch next level rider service is who we are. We pride ourselves on our gear and technical knowledge, as well as a love of the activities they are used for.
EXAMPLES OF DUTIES AND RESPONSIBILITIES:
- Understand the needs, goals, and aspirations of our riders
- Advise our riders in choosing the best gear for their needs and offering to place the order
- Manage both incoming and outgoing rider contacts through phone, chat, email, SMS, and other contact channels
- Convert rider contacts and inquiries into sales through exceptional service and overall experience
- Answer rider gear and tech questions
- Submit orders for riders and general account help
- Assist riders with navigating our web sites, including product filters, policy pages, returns/exchanges, and other self-service inquiries
- Recommend appropriate add-on items and relevant services to ensure the best possible ride experience for our riders
- Offer direct rider warranty support for our owned and in-house brands
- Solve problems with a rider-first mentality
- Travel to industry events and represent the brands
