Seasonal Backcountry Bike Gearhead ($17.50/hr)

EXPERTISE:  Bikes, Bikes, Bikes! 

To qualify for this role you will need to have a good baseline knowledge of bike parts, bike industry, bike apparel, and bike equipment in order to be considered for this role

START DATE: Monday, November 4, 2024

WORK SCHEDULING INFO:

• Preference given to applicants with the following availability: 
  • Fulltime: we need people with availability from 7am-7pm and 1 weekend day (full 8-hour shift with break) required
  • Part Time: we need people with availability from 7am - 12pm OR 3pm - 9pm. 4-6 hours/day short shifts
• If hired, your schedule will change weekly, we do not offer set schedules.

TRAINING CLASS INFO:

• Training Dates: November 4th thru November 22nd (you cannot miss any training)
• Training Class Schedule:  Monday - Friday, 9:00am - 5:00pm (Mountain Time Zone), you cannot miss any training during this time
• Training is, of course, paid and you will train from home
• We provide all equipment for training and for the job

PAY: $17.50 per hour

LOCATION:  Work from home, wired internet required, this is not a role you can work from a van or on trips. If you are in the SLC area and prefer to work in an office, you are welcome to work at our Gearhead Operations office in West Valley City. 

SEASONAL INFO: This is a seasonal position, the length of seasonal employment is dependent on business demand and typically runs 3-6 months, however, a minimum timeframe cannot be guaranteed.  Yes! We do often convert our high performing seasonal gearheads to regular status, these decisions are based on business demands and your performance.  Seasonal positions are not eligible for benefits; however, you do get to participate in our employee discount perk and it's a good one!  

JOB OVERVIEW: We are looking for bike enthusiasts to join our herd, THIS POSITION REQUIRES EXTENSIVE BIKE AND PARTS KNOWLEDGE - (mountain, road, adventure, etc.) as you will assist our customers over the phone and in writing with answering bike specific questions about parts, gear, apparel, etc.  You may even get to help a customer build out their dream bike!  If you have a passion and understanding of bikes and love customer service, we would be very interested in connecting with you about this position. In brief, you’ll translate Competitive Cyclist and Backcountry’s vision for our Gearheads into a meaningful context that our riders can relate to and feel excited by. You’ll champion ownership, quality, and rider experience through authentic and meaningful customer interactions. All in the name of differentiating the Competitive Cyclist Gearhead experience to a point where customers couldn’t fathom shopping elsewhere.  Our Gearheads are the lifeblood of Competitive Cyclist and Backcountry. They’re the first folks customers interact with, and the reason customers return to our site. With Gearheads, a core competency in product expertise and a capacity to differentiate the customer experience will drive increased customer retention and purchase frequency, thereby generating top line growth and margin expansion. We wholeheartedly believe high touch service is a differentiator that our business thrives upon. Gearheads pride themselves on their expertise, in-depth technical knowledge of the gear we sell as well as a love of the activities it’s used for. 

Gearhead: Passionate and driven individuals looking to make an impact and provide amazing customer experience for our riders and customers.  

  
Perks/Benefits: We use the gear we sell! As a Gearhead, you'll receive an employee discount to help fuel your passion for riding along with other industry perks.  

  
Our Riders: This is our customer, and they consist of road cyclists, mountain bikers, and people who love to ride all bikes and all tire sizes.  

  
The Job: The Gearhead Bike position requires great skills in customer service and a desire to learn the ins and outs of the bike industry. Your goal will be to provide concierge level customer service to all of our riders and customers. If you are excited about getting on the bike and meeting more people who ride, then now is the time to apply. 

RESPONSIBILITIES:  

• Provide concierge level service to our riders/customers  
• Assist riders with general product questions  
• Answer calls, chats, and emails  
• Build and maintain relationships with our riders  
• Solve problems, answer questions about orders, returns, shipping, and order status  
• Contact customers via follow-up  
• Learn our processes and systems to meet our customers' needs 
• Work alongside a motivated and fun team full of riders that are passionate about bikes
• Build your product knowledge through training and assisting our riders 
• Answer inbound calls and make outbound calls  

QUALIFICATIONS:  

• Experience in the cycling industry preferred  
• A passion for all things cycling  
• A passion for helping people  
• Must be able to use computers daily and have basic computer operating skills  
• Must be able to multitask, prioritize, and think on your feet  
• Customer service and sales experience strongly preferred  
• Schedule flexibility including weekends and evenings until 10:00pm  
• Ability to build and maintain long-term relationships with customers  
• Ability to use active listening to identify customer needs, concerns, and complaints  
• Ability to effectively communicate both verbally and written required  
• Able to work efficiently and effectively within multiple channels of inquiries  

ABOUT OUR CULTURE:  

• POSITION IS OPEN TO WORK FROM HOME  
• Fun, professional, and inclusive of all employees both local and remote 
• Vendor clinics and swag
• Able to talk with your coworkers about all things bike