Customer Experience Associate, Ride Guide

As the world’s largest retailer of pre-owned bicycles, we’re passionate about helping cyclists find their next great ride—and making sure high-quality bikes keep rolling. We believe that every bike has a next owner, and that we all benefit when we keep more bikes on roads and trails. Some call it “recommerce.” Some call it “the circular economy.” We call it common sense.

We created our innovative Certified Pre-Owned bike process, in which our expert mechanics meticulously inspect every part of every bike to ensure high-quality bikes stay in motion longer. We obsessively curate our ever-evolving new and pre-owned inventory, including frames, components and wheels. We track the market and technical trends, and only take the bikes that meet our exacting standards.

We are committed to building a great company, and we believe this starts with great people and a great company culture. Each individual plays a key role in TPC’s success, but we work as one team dedicated to continuous improvement and efficiency. We welcome making mistakes and learning from them.

Our structure allows you to take responsibility, shape the company for the better, and be recognized for it. From top to bottom, we adhere to core beliefs in transparency and openness. We love working hard, but always make time to ride bikes.

The Pro’s Closet is looking for a qualified Customer Experience Sales Associate/Retail Guide to join our team. This role is based out of our Thornton, CO location and will assist TPC’s e-commerce customers through our digital ticketing platform and TPC’s in-real-life customers in our Retail store.

The Pro’s Closet offers a concierge white-glove service to help customers find the cycling gear that best suits their needs. In this role, you will extend expert-level personal recommendations based on size, preferences, compatibility, and ride style. You will be responsible for operating across multiple communication channels, including phone, email, and live chat, as well as working with customers in person at our retail store.

You are excited to use your prior sales experience, as well as continued training opportunities, to consistently hit revenue and volume-based sales goals. You will be uniquely placed within the company to collaborate across all departments to create, support, and provide feedback on company initiatives.

This position requires working on Saturdays. Standard shifts are Monday through Saturday, 10:00 am-6:00 pm. Employees will receive Sunday and one additional weekday off. While we will consider each employee’s preference for the weekday off, business needs take priority, and first choices cannot be guaranteed.

• Offer guidance and targeted outreach to help customers find specific products within our online catalog
• Contribute to monthly individual and team revenue targets and support interdepartmental sales initiatives
• Directly contact customers who have expressed an interest in shopping for their next bike gear with The Pro’s Closet, and can create follow-up opportunities to develop trust within your area of expertise
• Work closely with members of the support and fulfillment departments to set clear expectations and pave the way for future shopping opportunities
• Create detailed reporting and tracking on individual daily tasks, invoices, and channel communications
• Investigating customer/client questions and issues, then identifying and implementing solutions
• Supporting customers through our 'Sell // Trade' process

• Provide a world-class customer experience in our retail location
• Consult and advise walk-in customers on which bikes will best suit their needs
• Set up and perform out-the-door checks for local customers looking to test-ride bikes
• Provide accurate and helpful information about products, services, and store policies
• Maintain a clean and fully stocked retail environment
• Drive sales by effectively uncovering the customer’s needs and presenting appropriate range solutions

• 2-5 yrs. working in the bike industry on direct-to-consumer/B2B sales or retail
• You have expert technical knowledge in one or more…