Customer Experience Representative

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ABOUT US:

The Pro’s Closet Inc. (TPC) is the world’s largest and most trusted brand for pre-owned bikes. We purchase new and pre-owned bikes and accessories from manufacturers, retailers, and individuals. Each bike undergoes a rigorous Certified Pre-Owned inspection and top-to-bottom service to ensure every bike is delivered in next-to-new condition. Our innovative Buyback Guarantee gives customers full transparency by offering guaranteed trade-in values for 18 months after purchase. With hundreds of bikes to choose from, we offer the world’s largest and most diverse selection of high-quality road, mountain, gravel, cyclocross, triathlon, and e-bikes, as well as a full line of parts, accessories and apparel. We are experiencing phenomenal growth, and on the lookout for highly talented, like-minded people who want to take part in our mission: to change the way people buy and sell bikes. 

WHAT SETS TPC APART:

We are committed to building a great company and we believe this starts with great people and a great company culture. Each individual has a key role to play in TPC’s success, but we all work as one team dedicated to constant improvement and efficiency. We welcome making mistakes and learning from them.

Our structure allows you to take responsibility and shape the company for the better and be recognized for it. From top to bottom, we adhere to core beliefs in transparency and openness. We love to work hard, but always leave time to ride bikes.


ABOUT THE JOB:

As a Customer Experience Representative, you bring the personal and engaging customer service of a local bike shop to the online buying experience for our customers. You work closely with consumers, clients and other TPC departments to create an exceptional customer experience, maintaining a positive and helpful attitude. As part of a small, dynamic team, your flexibility and willingness to help play a key part in TPC’s mission to disrupt the bike industry.


WHAT YOU’LL DO:

  • Managing the Help Desk and overall communication with customers through email, phone and chat
  • Investigating customer/client issues, identifying and implementing solutions
  • Assisting customers with product, compatibility and fit questions for our entire online catalog
  • Supporting customers through our 'Sell Your Bike' process
  • Identifying areas for improvement based on customer feedback
  • Working with internal team on customer experience initiatives
  • Demonstrating proficiency with our computer systems and software
  • Schedule will include weekend hours

ABOUT YOU:

  • 2-3 years of experience working in the bike industry on the retail, service, and/or manufacturer side. 
  • You have outstanding communication skills and great judgment.
  • You have ideally worked in customer service or retail, providing outstanding service with high standards and outstanding organizational skills.
  • You have strong initiative and are willing to jump right in and make things happen
  • Must be comfortable in a fast paced, changing environment.
  • Enthusiastic about the outdoor/cycling industry, the people it attracts, and all the gear!
  • TPC requires employees to be fully vaccinated for COVID-19 for in person work and company events as required by your role, unless you qualify for an exemption allowable under the law

THE PERKS OF WORKING AT TPC:

  • Salary Range: $18-21/hr., depending on experience
  • 3 weeks paid vacation, 6 paid holidays, and a paid day off on your birthday
  • 100% medical, dental, vision benefits, with a 60% dependent contribution
  • Company paid disability and life insurance
  • 401k with generous company matching 
  • Stock options: we’re all owners!
  • A fun, relaxed, and flexible work environment
  • WFH Flexible: Some of the team is mostly remote, but office in Louisville has flex space
  • Weekly all-hands company meeting keeps you engaged and connected to the business and your team members  
  • A culture of transparency with regular updates on company performance  
  • Group rides and amazing industry discounts 
This position may be performed remotely in AR, AZ, CO, FL, IL, IA, MD, MT, NC, NJ, NM, NV, OR, PA, SC, TX, UT, VT, VA, WA
 

The Pro’s Closet is an Equal Employment Opportunity (EEO) employer and is committed to creating and celebrating a diverse work environment. We hire solely on the basis of qualifications, merit, and business need, without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

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Technology we use

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An Insider's view of The Pro's Closet

What's something quirky about your company?

A lot of us employees are total nerds when it comes to cycling but we also get to engage with all types of customers. From someone looking to purchase their first bike to professional athletes looking to sell us their gear! We are able to connect and build relationships all while never meeting. It's truly unique within the cycling industry!

Dylan

Customer Experience Representative

What projects are you most excited about?

Our overall team has deep knowledge and understanding of bikes and the cycling industry; we want to use that to build tools that rapidly scale up our unique re-commerce operations. There are multiple opportunities and approaches and it's a huge opportunity for creative problem solving to make an immediate impact on the business.

Jon

Sr. Engineer

How has your career grown since starting at the company?

I came on 2 years ago as a shipping clerk and worked my way up into a leadership position as the warehouse lead. It's exciting to grow along with the company as I've seen TPC grow from a small warehouse into the giant operation it is now.

Alice

Warehouse Lead

What makes someone successful on your team?

The ability to collaborate effectively with other departments is extremely important for the success of the Finance and Accounting teams. Working to improve cross-functional processes in a way that will make our jobs easier, but also not limit other departments’ functions is essential while the company experiments with new ideas.

Abby

Controller

What are The Pro's Closet Perks + Benefits

The Pro's Closet Benefits Overview

THE PERKS OF WORKING AT TPC:

- 3 weeks paid vacation, 6 paid holidays, and a paid day off on your birthday
- 100% medical, dental, vision benefits, with a 60% dependent contribution
- Company paid disability and life insurance
- 401k with generous company matching 
- Stock options: we’re all owners!
- A fun, relaxed, and flexible work environment
- WFH Flexible: Some of the team is mostly remote, but office in Louisville has flex space
- Weekly all-hands company meeting keeps you engaged and connected to the business and your team members  
- A culture of transparency with regular updates on company performance  
- Group rides and amazing industry discounts

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Our staff, from CX Ride Guides to financial planners, are experts in their craft that come from all industries and share a love of bikes. TPC has seen immense YoY growth, and has a track record of internal promotion, training and education, regular performance feedback, annual reviews, and remote work flex. TPC’s benefits package includes 3 weeks PTO, parental leave, and medical, dental, and vision. Plus, feel confident with disability, life insurance, and a generous 401k company match.

Bonus points? Weekly all-hands meetings to share wins from every side of the team, happy hours, and rides out our back door through Colorado’s robust trail system.

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