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Service Writer Job Description

The Service Writer enthusiastically greets and answers phone calls from customers seeking service for their bicycle. The Service Writer will assist customers to achieve the safety, performance, and aesthetic goals for their bicycle by selling the products and services we offer. Service Writers will ask questions in an effort to understand the experience each customer is having with their bicycle and offer the solutions to help achieve a reasonable outcome. The Service Writer will perform basic repairs when a quick turn-around is appropriate.  The Service Writer will be performing light repairs and will also need on certain days to work as a mechanic on work orders.

ESSENTIAL JOB RESPONSIBILITIES 

  • Maintain the Company’s standard for Customer Service Excellence
  • Delivering a reasonable expectation for finished service to the customer
  • Ensure that each work order maintains the Service Managers expectations for our service teams work-flow: intake, job prioritization, service part order management, occur in an efficient and profitable manner
  • Work under the direction of the Service Manager to maximize sales revenue and achieve goals set for the Service Department – both labor and parts 
  • Suggest Fit & Performance Services to address obvious sizing and set up issues
  • Suggest the purchase of a new bicycle when the cost of the repair exceeds the value of the bike
  • Responsible for safety, security, cleanliness, and organization at the service counter
  • Availability to work at least one weekend day per week
  • Maintain a positive, helpful attitude and ensure customer satisfaction!

MINIMUM QUALIFICATIONS AND EXPERIENCE

  • 3+ years of bicycle retail experience
  • Exceptional organizational and time management skills with strong follow-through and attention to detail
  • Highly effective verbal, written and interpersonal communication and customer service skills
  • Excellent analytical and problem-solving skills
  • Team oriented yet confident and reliable to work autonomously, methodically, and effectively prioritize daily workload and clearly communicate of the expectation for each Service Team Member 
  • Desire to continually improve systems, services, and communication
  • Proficient computer skills
  • Maintain a welcoming and friendly environment for all customers and all employees, ensuring high staff morale within the sales team and the store as a whole 

COMPENSATION

Offering $15-$25/hr, plus bonus for hardworking and motivated candidates. Part-Time & Full-Time positions are available with a preference placed on weekend availability. Experience of 3+ years in specialty retail or bicycle shops is highly desirable. 

Exceptionally well qualified candidates will be considered for Full-Time year round Lead Roles. As a Lead Service Writer, Suspension Tech, Wheel Builder, Bike Assembler, or Mechanic you will earn $23-$27/hr, plus bonus, and work directly with Management to ensure the services we provide our customers are completed methodically, efficiently, and with extreme attention to detail. The ideal candidate needs to possess a strong positive can-do attitude, be self-motivated, and highly driven to provide industry leading customer service.