Jobs and Careers

Customer Service Representative - InCycle - Pomona, CA

Specialized Bicycle Components

United Statesfull_timeVerifiedPosted 29 Jul 2025

💰 $40,000/yr($33,000/yr – $40,000/yr)

About the role

ABOUT SPECIALIZED

Innovation has guided our every decision since 1974. As more riders of all ages get on the roads, trails, and streets than ever before, we’re here to do the best work of our lives to push the greatest human powered machine into the future each day. We’re a team of barrier-breakers, disrupters, and problem solvers. We’re committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.

At Specialized, our teammates are encouraged to explore roles in a variety of functions throughout their careers. We value curiosity, a desire to try new things, and an eagerness to learn about all aspects of the business. No matter where you begin with the company, you get to decide how far you want to go. Join us in making the world a better place through the power of bicycles and build your dream career at the same time!

JOB SUMMARY

A Specialized Customer Service Representative will be enhancing the rider’s overall store experience, working directly with riders and teammates as brand advocate and customer service ace.

What You’ll be doing:

Provide pre-and post-sales technical support for Incycle Bicycles Customers, including online, in-store, and potential future customers via phone or e-mail
Provide timely and accurate sales support to our online customers, as well as offering general assistance to our local customers regarding store procedures, and booking rental and fit appointments
Provide timely and accurate technical support to our online and local consumers
Communicate with customers via inbound, outbound phone calls, and email
Communicate with customers via internet contact
Respond to customer service tickets; submitted via email, the website, and occasionally social media
Maintain accurate customer data and product issue data in ticketing system
Provide exceptional customer experience in all communications with customers
Stay up to date on internal communication regarding our product updates, relevant competitor products, industry developments, internal processes, customer facing processes, warranty and other technical support processes, trouble-shooting techniques, and other relevant information
Participate in Customer Service team meetings and trainings

What You’ll need to win:

Knowledge of and experience with common bicycle drivetrains and components, and overall general Bicycle Knowledge
Able to walk customers through mechanical troubleshooting processes in a manner that enables them to perform troubleshooting effectively
Able to empathize with frustrated or emotional customers in a manner that calms them down and works towards a productive solution
High level of organizational skills
High level of flexibility and creative problem-solving
Ability to work independently and self-manage duties and tasks
Ability to use customer management and order processing systems, with training
High level of communication and interpersonal skills, including high-volume telephone and written correspondence
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively with customers or employees of Incycle Bicycles, and manufacturers/vendors that we work with
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time in-office position. Core office hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. This position may require overtime