Customer Experience Specialist

4 months ago

Cochrane, Canada 4iiii Innovations Inc Full time

**Company Description**
4iiii Innovations Inc. is a Canadian sports technology company based in Cochrane, Alberta. 4iiii Innovations is a diverse collaborative team dedicated to improving personal performance through the development of superior training tools, including cycling power meters and heart rate monitors for the outdoor and indoor cycling and fitness markets. The company strives to produce the best quality and performing equipment in the industry at the best price point for our OEM partners and direct customers so that every athlete can gain the benefits of better training. We’re seeking a **permanent full-time Customer Experience Specialist **to join our team in Cochrane, Alberta.

4iiii Innovations offers a competitive compensation and benefits package in a fun, fast-paced and exciting industry. 4iiii employees have access to industry discounts from leading brands, race entry discounts, and of course 4iiii products.

Do you love cycling? Do you spend your free time watching Friday Fails cycling videos on YouTube, find yourself trying to refresh a frozen cycling stream every morning during the month of July, and consider Chamois time training time? If you answered “yes”, this may be the job for you

**Role Summary**

The Customer Experience Specialist is an exciting and demanding position on a dynamic, collaborative team in a hybrid work/home-office environment. The primary focus of the role is to delight customers by ensuring an exceptional experience with our company and our products. Having a strong technical aptitude and passion for cycling helps the Customer Experience Specialist communicate effectively with both our customers and internal teams.

You may also have to do some cycling

**Responsibilities and Duties**
- Maintain positive customer experiences and relationships by handling questions and concerns in a timely and professional manner
- Assist with converting prospective customers to new customers
- Provide pre
- and post-sales support to end consumers, dealers, athletes and partners. This includes inside sales followup, communicating order status, answering customer queries
- Provide technical product support to customers, dealers, athletes and partners. This includes technical troubleshooting and diagnosis, and processing warranty requests if necessary
- Communicate customer experiences with internal teams (shipping, manufacturing, engineering) to provide product feedback, offer suggestions for product enhancements and process improvements
- Keep on top of industry trends, new products, and customer requirements to provide the best, most up-to-date customer experience possible
- Other duties, relevant to the position, shall be assigned as required

**Qualifications and Skills**
- High school diploma. Post secondary education is preferred
- +3 years of experience of providing exceptional customer service that demonstrates a track record of resolving customer issues
- Are a cyclist. Maybe you don’t compete, maybe you do, but at the very least you know that a spider on your bike shouldn’t have webs
- Are a natural champion for the customer and aren’t happy until they’re happy. You can deal with customers sensitively, tactfully, diplomatically and professionally, and offer the appropriate options, solutions and resolutions required
- Excellent written and verbal communication skills - you listen first, then share knowledge; always professional in your approach
- Strong technical aptitude and passion for cycling. You don’t have to be a full engineer tech or gear head, but your technical prowess is important since that’s really what we’re all about
- Intimate knowledge of bikes, and training with power and other sport sensor technology
- Extremely well-organized, self-motivated, tenacious and methodical when it comes to process and getting things done
- Live and promote high standards of professional integrity and superior customer service which lends to having a strong work ethic and positive team attitude
- Comfortable using a computer for work, and ideally have a high level of proficiency with Google Workspace products, Shopify, Acumatica and Zendesk
- Able to work independently, and as part of a team, both remotely and in-office as required

**Working Conditions and Additional Details**
- A hybrid working arrangement, with 2 to 3 days per week in the office

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Stock options
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):
**Experience**:

- customer service: 3 years (preferred)

Work Location: Hybrid remote in Cochrane, AB

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