Customer Experience Agent

Job description

**About Aventon** Aventon is an electric bicycle company that is passionate about creating high-quality, stylish, and affordable ebikes. We believe that e-bikes have the potential to revolutionize transportation and make it more accessible for everyone. Aventon is committed to providing our customers with the best possible riding experience, and we are always looking for ways to improve our products and services. **Position Summary** The Customer Experience Agent plays a critical role in shaping how customers and potential customers perceive Aventon. As one of the “faces” of the company, you will deliver world-class service that builds trust, loyalty, and long-term relationships. You are passionate about customer experience, confident in handling inquiries, and skilled at de-escalating challenging situations with professionalism and empathy. You are a strong communicator, a team player, and committed to continuous learning and improvement. ### Key Responsibilities: - Develop in-depth knowledge of Aventon’s product line, including features, benefits, and common troubleshooting needs - Provide exceptional customer support via email and other support channels, ensuring a people-first approach - Manage customer inquiries related to pre-sales, post-sales, and product support - Evaluate, process, and release orders accurately and efficiently - Utilize internal systems and workflows to resolve customer issues in a timely manner - Document recurring issues, solutions, and FAQs to contribute to the internal knowledge base - Escalate complex issues appropriately and provide actionable customer feedback to leadership - Maintain accurate records of customer interactions within the CRM/ticketing system ### Qualifications: - 2+ years of experience in a contact center, customer support, or retail customer service environment - Hands-on experience with Zendesk or similar ticketing/CRM systems (required) - Strong written communication skills with exceptional attention to grammar, spelling, and tone - Experience handling high-volume customer inquiries while maintaining quality and accuracy - Comfortable using Google Workspace/Microsoft Office, and web-based tools - Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment - Strong problem-solving skills with a proactive, solution-oriented mindset - Experience in the bicycle industry or as an active cycling enthusiast is highly preferred ### Physical Requirements & Environmental Conditions: - Prolonged periods of sitting and working at a computer workstation - Frequent use of a headset for customer communication - Ability to type and navigate computer systems for extended periods - Must be able to view computer screens and read/respond to digital communications continuously - Occasionally required to lift up to 15 pounds (e.g., office materials or small packages) - Work is performed in an indoor office environment with moderate noise levels - Ability to maintain focus in a fast-paced, high-volume support setting ### KEYS TO SUCCESS: - DATA DRIVEN – you thrive on data and use it to guide your decision making, recommendations, and priorities. - NIMBLE – you can work in ambiguity and are committed to helping Aventon level up. You can shift perspectives, priorities, and deadlines. - RESILIENT – you don’t shy away from a challenge and take every opportunity to learn and grow. You’re accountable, can admit when you’re wrong, and can come back to the table after a hard day to keep working toward our desired future. - SOLUTIONS ORIENTED / SOLUTIONIZED – you can identify the problem and find a solution for it. You strive for continuous improvement and aren’t afraid to speak up about what is working, and what isn’t. - ENGAGED – you love the work, love the product, and believe in the mission. If you don’t connect with something about Aventon, this probably isn’t the place for you. ### What We Offer - Medical, Vision and Dental, Life Benefits - Life & Supplement Life - 401K retirement plan - Vacation, Sick Leave & Personal Day - Training and Development - Career Opportunity! - Employee Discounts on Bikes and Accessories