POSTING DATE: November 9, 2020

LOCATION: Greater Salt Lake City

STATUS: 6 week contract, expectation is 20-30 hours per week

TRAVEL: No

REPORTS TO: Lead Brand Marketing Specialist

DIRECT REPORTS: No

SUMMARY

Serial 1 Cycle Company, Powered by Harley-Davidson, offers premium eBicycles that are guided by intelligent, human-centered design. Serial 1 eBicycles let riders move where they want, when they want, with the maximum sensation of independence, autonomy, and personal accomplishment. We have gotten media coverage from all over the world from Jimmy Fallon, the Verge, Forbes, and Men’s Health. We are a fast-paced and fun start-up and we’re looking for motivated people to help shape our brand experience.

Training will be held at our office at the Kiln in Lehi, Remote work will be an option after an initial trial period.

POSITION SUMMARY: The Brand Ambassador within our customer service department is responsible for maintaining the overall health of our social media pages and ensuring that customer service and sales inquiries received via marketing channels are handled in a consistent, professional, and expedient manner. This position will also include inbound phone calls and outbound follow-up phone calls.

RESPONSIBILITIES

• RESOLVE customer questions, purchasing process requests, billing concerns and digital requests for more information through Zendesk
• SERVE as a positive reflection of our premium brand by providing unmatched to all customers via Facebook, Instagram, Twitter, YouTube, Brand Forums, etc.
• ENGAGE with social conversations with the intent to create broader engagement, sharing and referrals. Engagement will extend across various channels and groups and may include phone calls as necessary
• MONITOR all social media platforms and groups to proactively address customer questions, issues or other needs
• UTILIZE order management and customer service tools to quickly find answers and/or solutions for customers and work closely with our in-house teams for escalated issues

QUALIFICATIONS

• High school/GED required. Some college or bachelor’s degrees are preferred (Must be 18+)
• 2 or more years of experience in customer service including escalation issues.
• German language is a plus
• Knowledge of bicycle/eBicycle mechanics is a plus
• eCommerce experience preferred
• Proficient with MSOffice with advanced knowledge of MSExcel or Call Center tracking systems.
• Flexibility & adaptability to work on fast-paced projects with strong attention to detail
• Team player who contributes to building a positive environment with courtesy, respect, and enthusiasm
• Demonstrate reliability and a strong work ethic
• Commitment to personal and professional growth
• Due to the current pandemic, to protect all team members we also require the ability to pass daily pandemic health screening protocols which include responding to CDC recommended personal health and activity related questions