Customer Service & Technical Support Specialist - WORK REMOTELY
Job Description
Please note: This position currently works remotely with the option to continue to work remotely for the future or work in our office depending on employee's preference.
We are Clean Republic: Home of Hilltopper Electric Bike Co and Dakota Lithium Batteries Our team is looking for a dynamic, relationship focused Customer Service Specialist to help us scale with our customer’s needs. OUR BRANDS: Hilltopper Electric Bike Co. Here at Hilltopper we are working hard to give everyone access to affordable two-wheeled awesomeness, while helping create a sustainable, joyful future for our planet – less traffic, more mobility. We’re the original e-bike company, with a 12 years of high-voltage adventures in the Seattle area. Dakota Lithium Batteries At Dakota Lithium we create practical sustainable energy products to help people across the planet with affordable transportation and long-lasting energy storage. In a pioneering partnership with a leading research university we have built our own patented lithium production process. We’ve put our know-how into building a better battery and are now bringing it to market. What Our Customers Need: Our team is looking for someone with experience in customer facing roles. Ideally you have a sense of humor, and the ability to learn our various product systems in order to help support our customer base in a patient, knowledgeable, and approachable way. Who You Are: ● You love talking to people and helping them solve problems. ● Comfortable communicating via phone, email, and Facebook Messenger with customers for the duration of the day. This is probably the most important quality you possess. ● You have quality experience with customer facing roles. Any experience through your time at a help desk, bike / e-bike / auto shop, or service industry position will set you up great for this role. ● Are able to carry multiple tasks towards completion without letting anything (or anyone!) fall through the cracks. Owning a few long term projects alongside your daily tasks is no problem for you! ● You naturally keep a running log of your daily accomplishments, and enjoy getting things checked off of your to-do list. ● You roll with the punches, don't let small mistakes turn into larger ones, and can think on your toes under pressure. Ideally you’re the type that understands we are all learning, including our customers, and you’re able to maintain patience and understanding in trying times. ● If you don't know something, you have no problem asking a few well thought out questions, doing a bit of research, or just Googling something to figure it out. ● Looking to join a tight knit, approachable group of people working in the ever more important realm of clean energy, efficient energy storage, and renewables. You’re looking for a position that you can hold for the next 2-5 years(Six month minimum commitment required). ● Whether or not you have experience with E-bikes or lithium batteries, you are interested in learning more from folks who can you teach you all you need to know. ● You have some experience with e-commerce platforms like WooCommerce, and are willing to spin-up on our in-house proprietary e-commerce platform. ● Bike knowledge and basic maintenance skills are a definite plus in our book, but not required. ● You like the thought of working with a pair of shop dogs. Your Job Duties: ● Provide inbound phone, email, and Facebook Messenger support to customers experiencing issues with our products or those who have general inquiries. ● Outbound follow-up regarding complaints or service issues that our customers may have post-purchase. ● Be available to speak with local walk-in customers about our products, and provide showroom floor assistance when needed (showroom currently closed). ● Handle inter-team coordination to make sure that our customers have the most up-to-date and accurate information regarding their orders. Compensation, Hours, & Benefits: ● Starting pay: $16.00 - 18.00 / hr with potential for annual growth plus sales growth bonus (see below) ● 100% employer paid healthcare plan from Premera Blue Cross. ● 35-40 hours per week. ○ Scheduling is flexible. Option of a typical weekday schedule (9:00 AM - 4:00 PM, Mon - Fri at regular pay, or a schedule that includes weekends. ○ Option to work weekends available as well, but not mandatory. Bonus of $2/hr for weekend hours worked. ○ 1-hour total of paid break time per day, no need to clock out mid-day. ● 120 yearly Paid Time Off (PTO) hours, equal to just over 3 weeks off. ○ 3 years employment: 160 yearly PTO hours. ○ 5 years employment: 200 yearly PTO hours. ● Stocked kitchenette with company provided beverages and snacks. ● Employees are eligible for a free Hilltopper Electric Bike Kit of their choice after 3 months of employment. ● Employees are eligible for product testing of all Dakota Lithium batteries. ● Employees have access to our Friends & Family discount program, which provides a limited number of 50% discounts on all Hilltopper & Dakota Lithium products to close relations. ● Eligible for monthly sales bonus program after 3 months employment, eligible for bi-annual profit-sharing bonus after 2 years employment. Typical monthly bonus is $100 - $500 a month. ● Potential wage bonuses offered for fluency in multiple languages. ● 2 shop dogs for moral support. ● We are located in the Sodo neighborhood, walkable (or bikeable) to the Stadium Link Light Rail Station, multiple Metro routes, the Sodo Bike Way, and I-5 & I-90. Please note: This position currently works remotely with the option to continue to work remotely for the future or work in our office depending on employee's preference. Does this sound good to you? Let’s chat!