Bicycle Retail Service Writer

Service Writer Position

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. As the primary service advisor, you'll be the liaison between customers and bike mechanics, managing the administrative side of service operations, ensuring a smooth, organized, and customer-focused service experience.

In this role, you'll manage service scheduling, communicate equipment conditions, oversee workflow, and support sales opportunities. You'll keep service orders organized, control service costs, train team members, and uphold hospitality standards. 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 internal and external customers in both written and verbal forms.
• Manage all customer communication for the Service Department, writing over 50% of work orders for the shop.
• Accurately document and convey equipment condition information, including any missing, broken, or damaged parts.
• Oversee workflow, service department staffing, and key performance indicators (KPIs) to ensure an exceptional customer experience.
• Schedule appointments, handle customer inquiries, and oversee workshop operations to support mechanics and streamline administrative duties.
• Ensure accurate intake of all service work, set customer expectations, and manage repair schedules.
• Provide unbiased, informed advice to customers, staying current on all products to assist them effectively.
• Assess customer issues, recommend repairs, and provide technical consultations to aid the sales team.
• Welcome customers, guide them through the consultative sales process, and align products with their needs and preferences.
• 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.
• Assist with assembly and installation of large accessories like car racks.
• Communicate inventory needs and product recommendations to the store manager.
• 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.
• Proven sales ability with a focus on achieving goals and making tailored product recommendations.
• Experience in retail sales or customer service, ideally in a related field.
• 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.
• Two+ years of bike mechanic experience with technical knowledge of bicycles, components, and accessories.

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.