Overview

We are seeking a customer support representative to manage email, phone and walk in communications with existing customers, potential new customers and dealers involving technical support, product knowledge, product issue support, sales entries and returns. This involves multitasking between emails, live chat and phone support while using Quick Books to create orders or locate inventory reports.

A vibrant personality with a passion for motorsport that shines in everything they do is the key here. You must be skilled in dealing with multiple types of personalities in order to find a common bond with the customer, make them feel comfortable and not oversold, and help them find the direction that they are looking for by professionally answering their technical questions about our products and services while politely informing them of items that may benefit them depending on what model they own and what they are looking to get from the bike.

Knowledge of KTM brand motorcycles or the ability to learn quickly about them and the aftermarket parts available for them is regarded as a strong attribute for this job.

WHAT YOU WILL REPRESENT

A customer support representative an be the first contact a customer will have with Rottweiler Performance. What this means is that you are often the initial experience that a potential customer will have with us. Poise, professionalism, respect and understanding is paramount. You are the front line of the company and the hub in which incoming information is dispersed through.

APTITUDE

You must have at least a medium or better level of mechanical ability in order to understand the nature of what you will be representing. A good understanding of how the aftermarket items we cater to physically change the motorcycle and their benefits, both pros and cons is required. Phone calls can be technical in nature and a firm understanding of what you are discussing is paramount. You will be trained as well as provided study material.

THIS INCLUDES

A good understanding of motorcycle engines and how they operate (Specifically KTM).
Knowledge of fuel injection, fuel mapping and how Dynojet mapping products and their peripherals work.

DUTIES & RESPONSIBILITIES

Respond to incoming phone calls, emails, and LiveChat’s that include technical questions about Rottweiler Performance products and other aftermarket items that we carry.
Help with technical assistance with installations.
Forwarding any phone calls or emails to the correct department.
Entertain walk in clients with their questions while being the face of Rottweiler Performance with charisma and professionalism.
Help organize and process returns.
Map Power Commander V and GET units (will train).

CORE COMPETENCIES

PROBLEM SOLVING – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
TEAMWORK – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback.
QUALITY – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
PROFESIONALISM – Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.
SAFETY AND SECURITY – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions to managers; Uses equipment and materials properly.
ATTENDANCE / PUNCUALITY – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
SELF-MOTIVATED AND DRIVEN: We operate at 110% all day every day. You will be someone who hustles, someone who works fast but also works smart, someone who isn’t afraid to ask questions but will be quick to pick up new tasks and execute without hand-holding whenever possible.

BASIC REQUIREMENTS

Fluent in English.
Ability to read and write.
Reliable transportation.

PHYSICAL DEMANDS AND WORKING CONDITIONS

May be required to stand for long periods of time and make repetitive movements including but not limited to bending, lifting, reaching, and squatting.
Ability to lift and carry up to 50lbs.
While performing the duties of this Job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear.

HOURS

Full-time (8am – 5pm) Monday – Friday.
Overtime occasionally required.

BENEFITS OF WORKING FOR ROTTWEILER PERFORMANCE

Substantial employee discounts
Great work/life balance
Vacation pay
Sick pay
An amazing place to work!

About Rottweiler Performance

Founded in 2012, Rottweiler Performance is a leading motorcycle aftermarket product, one- click shopping experience oriented and excellent customer service reputation, delivering high quality products to our customers, a motivated and driven company that has a positive work environment