CS Agent at QBP

Job Details

Job Type

Full-time

Remote

Shift and Schedule

Monday to Friday

Estimated Salary Guide

• Not provided by employer
• $39.5K – $50.1K a year is the estimated salary for this role in Minneapolis, MN.

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Full Job Description

• MN 55438, USA

Job Details

Description

This is a remote role that can be based anywhere in the U.S. except California, New York, and New Jersey.

Quality Bicycle Products is in the business of bikes! From creating a portfolio of our own award-winning brands to distributing the top names and best products in the industry, we’re doing our part to further bike-kind. With distribution centers in Minnesota, Pennsylvania, Nevada, Colorado, and Taiwan, QBP serves a network of more than 5,000 independent retailers and 450+ suppliers worldwide.

We strive to be an extraordinary business to partner with and to work for and have made good on that goal for over 35 years. As a values-driven company, making the world a better place has always been at the heart of everything QBP does. We believe that our actions as individuals and as a company can make a difference, so we work every day to improve the sustainability and health of our industry and our communities.

Everything we do is centered around one basic idea: get more butts on bikes. We welcome employees from all backgrounds and allow individuals to be themselves. QBP employees enjoy rad perks – discounts on bikes and bike parts, getting paid to ride their bikes, getting paid to volunteer, and working from home, to name a few.

The Customer Service Agent is the first point of contact for QBP’s customers. It is empowered to own the customer experience and uphold QBP’s core value of “Keeping the Customer First.” Agents are expected to be readily available to provide best-in-class customer service on various topics, from assisting with orders, troubleshooting bicycle technical issues, creating product returns and credits, handling shipping issues, and answering questions about the wide variety of items in our catalog. The hours for the shift are Monday through Friday, 10:AM to 6:00 PM CST; the first 6 weeks will consist of onboarding training from 9:00 Am to 5:00 PM.

Key Responsibilities:

• Pursue first contact resolution with each interaction (phone, chat, email), owning all follow-up necessary
• Adapt to our varied customer base – guiding and pacing conversations while actively listening
• Seek understanding, ownership, and a resolution in every customer interaction
• Operate with a high level of accuracy and attention to detail
• Be in the right place at the right time by demonstrating excellent adherence to the schedule
• Improve the dealer experience using QBP’s Customer Relations Management (CRM) tool to document each customer interaction
• Contribute to QBP’s commitment to continuous improvement by recognizing customer feedback and pursuing all related opportunities
• This is not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

What you need to succeed:

• A customer-first mentality.
• Ability to communicate, both written and verbally, in a clear and professional manner
• High proficiency using a computer, the ability to multitask in multiple programs on multiple computer displays, and typing skills are a necessity
• Ability to work autonomously in a fast-paced, high-volume environment, working within and meeting deadlines
• Ability to work at a desk with significant time spent on the phone and computer

Model QBP Core Values

• Act with integrity
• Be a true partner
• Create something special
• Deliver greatness
• Keep the customer first

All candidates are subject to a pre-employment criminal background check.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)