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Customer Experience Agent

Location: Brea
Posted on: May 8, 2022

Job Description:

OUR COMPANY: At Aventon, we believe that every person deserves the power to move freely. Aventon is the first e-mobility company for the real world. Every ride we make is equal parts form and function, giving you the freedom to go where you want to go, do what you want to do, and be who you want to be. We were born a fixed-gear bicycle company and transitioned to e-bikes starting in 2017, and we firmly believe the direction we're headed is the right one for our customers, our team, and the greater good. We're proud of where we've been, and we're proud of where we're going. We owe our foundational success to the original and early die-hard Aventon fans. They inspired and instilled in our brand an unwavering commitment to the people we serve. That means, no matter what, we prioritize the human experience with our product, and their well-being, above our business and bottom line. We live in a constant state of what-if and what's next? We foster continuous improvement, learning, and forward motion. We are rapidly growing and need people who share in our passion for mobility and align with our values to join our team. Interested? Check out this opportunity to join us: THE ROLE: The Customer Support Associate at Aventon works to make customers' and potential customers' experience a phenomenal one so they will come back time and time again for the reliability of the staff as well as the products. As one of the faces of the company, you are passionate about the customer experience and strive to give world class service. You believe in the Aventon brand and have an interest in learning about our bikes. You can de-escalate situations with tact and professionalism and maintain composure in tough situations. You focus on continuous improvement and professional growth. You are a team player and strong communicator. This position is hybrid remote with initial training and semi-monthly work in our Ontario and / or Brea offices. Reporting to the Customer Experience Supervisor, the Customer Experience Agent will: Learn our product line strengths, benefits, and be prepared to communicate them to our customers to aid in the pre- and post-sales processes as well as product support. Provide a delightful, exceptional customer experience while handling inquiries from our customers via email, online chat, and phone calls, aligned with our core value to be people centric in everything we do Evaluate, process, and release orders related to customer inquiries Use knowledge of order workflows and products to assist customers accurately and timely Contribute to our content library by reporting questions and fixes not already documented Bring feedback from our customers to our leadership team GROWTH PATH: The Customer Experience team is made up of 3 channels: Sales SupportProduct SupportB2B SupportNew hires into this team are hired to learn as much as they can and have input into which path they choose to move up with based on their skills, abilities, and interests. Agents can be promoted into level 2, level 3, and supervisor roles within the CX team, or maybe you're a salesperson at heart and want to transition into a totally new department! The sky is the limit for you. We can't wait to see where you go at Aventon. YOUR QUALIFICATIONS: Demonstrated experience in contact center or retail customer service environment Experience with bicycles, either through relevant career experience in the bicycle industry, or as an enthusiast participant in our sport, is highly preferred Excellent written communication skills with attention to detail (spelling, grammar) is required Internet-savvy and comfortable with office applications (Mac, word processor, spreadsheet, web browsers, mobile devices); prior experience with Zendesk is highly preferred Demonstrated follow-through, "can do" attitude, and problem-solving skills KEYS TO SUCCESS: DATA DRIVEN - you thrive on data and use it to guide your decision making, recommendations, and priorities. NIMBLE - you can work in ambiguity and are committed to helping Aventon level up. You can shift perspectives, priorities, and deadlines. RESILIENT - you don't shy away from a challenge and take every opportunity to learn and grow. You're accountable, can admit when you're wrong, and can come back to the table after a hard day to keep working toward our desired future. SOLUTIONS ORIENTED / SOLUTIONIZED - you can identify the problem and find a solution for it. You strive for continuous improvement and aren't afraid to speak up about what is working, and what isn't. ENGAGED - you love the work, love the product, and believe in the mission. If you don't connect with something about Avant Sports, this probably isn't the place for you. BENEFITS: Fully paid medical and dental insurance for employees with additional contribution for dependentsVision insurance 401(k) programPaid time off including vacation and sick time10 holidays FSA for medical and dependent care expenses Company paid life / AD&D coverage with voluntary plans for additional coverage for you and your dependents Optional long-term and short-term disability plans as well as ancillary benefits including accident, critical care, and cancer coverage Employee purchase and bike loan programsProfessional Development Program for employees to grow with the companyRide Aventon, Inc. (the Company or Aventon) is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Aventon is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please email our Human Resources team at hr@aventon.com..


Keywords: AVANT ENTERPRISES INC, Fullerton , Customer Experience Agent, Sales , Brea, California

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