About You:

You’re driven to help customers get the products they need for their next adventure. You’re a problem solver, dedicated to meeting the expectations of customers and you act with them in mind. You’re not knocked off balance by the unexpected. When times get tough, you don’t get defensive or irritated and you can be counted on to hold things together. You have composure and you’re cool under pressure.

About the Job:

Customer Care Specialists aka “Guides” are the pros that end users of our products can rely on to answer all things DiamondBack. The DiamondBack Customer Care team offers consumers a custom-tailored experience via telephone, email, and live chat. Specialists answer questions about which DiamondBack works best for specific adventures, how to appropriately accessorize a DiamondBack, and how to fix product performance problems. With the ability to effectively communicate and understand the needs and problems of the customer, this position will ensure solid communication to ensure complete satisfaction.

Principle Duties:

• Patiently listen to callers and confirm the purpose of the call
• In a prompt, polite and articulate manner, respond to customer inquiries via phone or email relative to orders, products, or services and determine the required action to ensure customer satisfaction and an exceptional experience
• Provide thorough and timely follow up to customers when problems cannot be solved during the initial correspondence
• Troubleshoot and solve product performance problems with customers
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Process customer orders, maintain customers’ accounts, implement changes to existing accounts, and file documents and imagery
• Continually improve content and scope of the available resources for customer needs including the website, printed materials and boilerplate responses

Required Skills, Knowledge, Education, and Training:

• High School Diploma; Associate’s Degree preferred
• 2+ years of Customer Service experience
• Proven experience working in a fast paced, high volume environment
• Excellent organizational, interpersonal and communication skills
• Strong attention to detail with a high amount of accuracy
• Proficient with basic computer skills with ability to learn new programs
• Attentive and active listening with strong empathy
• Ability to analyze and assess customer basic needs, present solutions and add value through delivery of products and services
• Able to write clearly and succinctly in a variety of settings and styles

Perks at DiamondBack?

• Benefits coverage (health, dental, vision, life insurance) and 401K
• Competitive paid time off program
• Employee development opportunities - tuition reimbursement, training
• Employee discounts on DiamondBack products
• Friends and family discounts on DiamondBack products
• Volunteer program - 1 day per year to do community volunteer work, additional days available on a match basis
• Corporate contributions to employee causes
• Casual work environment
• Standing desk options

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