Bicycle Retail Service Writer

Service Writer

Whether you're helping someone find their first bike or tuning up a ride for an epic journey, we're in the business of creating lasting memories. The pace is fast, our customers are passionate, and a collaborative, customer-focused mindset is essential. We prioritize hospitality skills and are more interested in your eagerness to learn than in what you already know. If you're a bike expert, fantastic! If not, we provide comprehensive training. What matters most is your ability to understand customer needs and deliver exceptional service.

We are seeking a skilled and organized Service Writer to ensure exceptional service for both customers and team members. This position is located in our Greenville, SC store and serves as the secondary service writer. This is a key role in our service department that allows the service department as a whole to operate more smoothly. This individual will write service when the primary service writer is not available, engaged, or on their day off. They will complete small on the spot repairs, priority repairs, warranty work, or advanced troubleshooting that does not easily fit into the production service schedule. This person also contributes to final inspections on bike sales. Other duties include quality control on repairs and new bike builds, cleaning, work order auditing, and anything that can help the service center operate more efficiently.

With strong organizational skills, excellent communication, and a passion for the cycling industry, you'll play a vital role in maintaining productivity and customer satisfaction in our bike shop.

Responsibilities:

• Commit to delivering the highest level of customer service and ensuring a positive experience for every guest.
• Communicate clearly and professionally with customers in both written and verbal forms.
• Completing scheduled repairs assigned to allotted minutes for the day.
• Assisting lead service writer with intake when necessary, or fulfilling that role when not present.
• Assisting lead service writer with advanced troubleshooting, sometimes scheduled.
• Completing warranty repair work on floor bikes including submitting claims directly with manufacturers, scheduling repairs, and seeing them through to completion in a timely manner.
• Reconciliation of repair tickets and available hooks.
• Contributing to quality control work on both work orders and new builds.
• Attaching accessories and performing final quality checks on bike sales.
• Collect and document customer information to enhance follow-up and personalized service.
• Maintain expert-level product knowledge on bicycles, accessories, and fitting techniques.
• Collaborate with the sales team to keep the sales floor clean, organized, and stocked.
• Maintain efficient level of organization in the service department including organizing the tools and equipment at the end of every shift and keeping service bikes organized, clearly labeled, and prioritized.
• Assist with assembly and installation of large accessories like car racks.
• Spot checking fast-moving inventory for discrepancies and communicating inventory needs and product recommendations as needed.
• Listen to customer needs, offer solutions from service menus, and make expert recommendations.
• Foster positive customer relationships through upselling opportunities and inventory management.

Qualifications:

• Possess a genuine passion for bicycles and desire to share that enthusiasm with customers.
• Positive, team-oriented attitude with a motivation to help customers find what they need.
• Friendly, approachable demeanor with strong communication and interpersonal skills.
• Commitment to providing outstanding cycling experiences for all levels of riders.
• Reliability and ability to follow directions accurately.
• Ability to work in a fast-paced environment, managing multiple priorities with attention to detail.
• Problem-solving and decision-making skills for handling customer inquiries or complaints effectively.
• Proficiency with point-of-sale systems and Google Workspace (Gmail, Docs, Sheets, Drive, etc.)
• Knowledge of cycling products, bike fitting, and industry trends.
• Physical ability to lift and move bicycles and other heavy equipment (up to 50 lbs.)
• Willingness to work flexible hours, including evenings, weekends, and holidays.
• Bike mechanic experience with technical knowledge of bicycles, components, and accessories preferred.

We are an Equal Employment Opportunity ("EEO") Employer. We strictly prohibit discrimination based on race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.