INTENSE is Hiring: Part-Time Seasonal Customer Experience Representative

INTENSE is Hiring: Part-Time Seasonal Customer Experience Representative

Join INTENSE, a 30-year-old boutique mountain bike brand driven by a passion for racing and innovation. We're looking for a self-motivated, technically skilled, and customer-focused Part-Time Seasonal Customer Experience Representative to join our team. This role is perfect for someone who thrives in a fast-paced environment, understands the dynamics of bicycle retail, and excels in both service and sales communication.

Key Responsibilities:

  • Serve as the primary point of contact for resolving technical and warranty-related issues for customers, sales representatives, and domestic dealers.
  • Make outbound calls and send follow-up emails regarding technical inquiries, order updates, and support cases.
  •  Collaborate closely with INTENSE sales reps to address product and technical questions.
  • Assess customer needs and provide appropriate solutions or options.
  • Maintain open and ongoing communication with team members across departments.
  • Stay current on product knowledge, service updates, and technical documentation.
  • Clearly communicate and justify technical and warranty-related decisions.
  • Process and resolve technical service claims in an accurate and timely manner.
  • Generate and manage RMAs, sales orders, and customer records through ZenDesk, Shopify, and NetSuite platforms.
  • Follow up on outstanding claims, product returns, and proof of destruction documentation.
  • Support daily business operations and assist with additional tasks as assigned.
  • Remain adaptable and responsive to changes in workflow, priorities, and company growth initiatives.

Qualifications & Requirements: 

  • Work Schedule: Must be available to work Monday through Wednesday, 8:00 AM – 5:00 PM (PST)
  • Education: High School Diploma or equivalent required; additional education or certifications are a plus.
  • Industry Experience: Previous experience in the bicycle industry is required.
  •  Technical Skills: Strong knowledge of bicycle mechanics, with an emphasis on suspension systems.
  • Sales Background: Demonstrated sales experience in bicycle retail or a comparable environment.
  • Customer Support: Prior experience in technical support or outbound call centers is preferred.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex topics clearly.
  • Problem Solving: Strong analytical, listening, and multitasking abilities.
  • Tech Proficiency: Comfortable using Microsoft Office, ZenDesk, NetSuite, and Shopify.
  • Team Collaboration: Proven ability to work cross-functionally with other departments.
  • Travel: Willingness to travel for events, demos, or team initiatives as needed.
  •  Goal-Oriented: Ability to meet and exceed monthly and annual sales and service goals.